See yourself at Twilio

Join the team as our next Technical Support Engineer - Developer. 

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position will join the global Developer Support Team, supporting our customers’ use of the platform, and helping customers get the best experience from Twilio’s products. They will function as the voice of Twilio to our customers and partners, and operate as an authority for Twilio’s APIs and SDKs. A regular day in the life of a Developer Technical Support Engineer involves investigating coding and integration issues for our customers to help them get the most out of their Twilio experience. 

Responsibilities

In this role, you’ll:

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. 

• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.

• Be available to support our customers on holidays to ensure that our customer’s needs are met.

• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. 

• Review internal knowledge to stay current on industry shifts and standards. 

• Assist your manager in process improvements by surfacing customer issues. 

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• Broad and deep capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS). A good understanding of OOP is necessary.

• Knowledge of RESTful technology, previous work with APIs and the ability to understand, investigate and solve issues with cloud solutions.

• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: Understanding of WebRTC would be a HUGE plus.

• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. 

• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions or driving improvements to Twilio products.

• Ability to empathize and stand in the customer’s shoes and demonstrate dedication to the customer experience.

Desired:

• Expertise with both native and mobile applications.

• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase efficiency while still following standard processes and procedures.

• Excellence in recognizing issue priority/severity and evaluation of situational urgency.

Location 

This role will be remote, in the USA, and will be required to work a Tuesday - Saturday shift observing EST hours; 9am-6pm (Shifts are subject to change based on evolving team and customer needs).

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

If you are a Colorado applicant:

• The estimated pay range for this role, based in Colorado, is $65,576 - $103,048. 

• Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

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