Staff, Technical Support Engineer

📋 Description

• Address highly sophisticated inquiries across live and digital support channels.
• Identify friction points to mitigate escalations quickly.
• Document interactions and artifacts; update team knowledge bases.
• Leverage Twilio AI and internal automation to streamline workflows.
• Mentor teammates; onboard Twilions and develop training modules.
• Collaborate with Engineering, Product, Sales and partners to design solutions.
• Lead technical projects to scale the support organization.

🎯 Requirements

• 7+ years API/enterprise software troubleshooting
• Proficient in C#, Java, JavaScript, Python and REST APIs
• Strong SQL and data analytics using Looker/Tableau
• Cloud knowledge: AWS, GCP or Azure; Serverless (Lambda)
• Fluent English with clear written and spoken communication
• Excellent case and time management; de-escalation in live environments

🎁 Benefits

• Competitive pay and benefits
• Generous time off and parental/wellness leave
• Health insurance and retirement savings program
• Remote-friendly with location-based offerings
• Opportunities to contribute to communities through volunteering