Technical Support Engineer 2

About the role

Join Twilio as a Technical Support Engineer 2 supporting Voice, Platform Application & Segment teams. You will act as the voice of Twilio for customers, providing expert guidance on APIs, SDKs, and troubleshooting complex issues.

Key responsibilities

• Address customer issues using strong technical and diplomatic skills, and relay feedback to Product and Engineering teams.
• Collaborate with developers, architects, and support personnel to resolve high‑impact problems, including QoS, network, SIP and VoIP issues.
• File JIRAs for reproducible bugs, stay current on industry standards, and assist in process improvements.
• Provide support on holidays and participate in occasional on‑site gatherings.

Required profile

• 2+ years of technical support experience, preferably full‑stack JavaScript support.
• Ability to communicate complex technical concepts to both technical and non‑technical audiences.
• Strong problem‑solving mindset with a customer‑first attitude.

Required skills

• Full‑stack JavaScript (Node.js, React.js) and ability to troubleshoot server‑side code (C#, Java, Python).
• Understanding of OOP concepts, SQL query writing, APIs, HTTP, RESTful services.
• Network troubleshooting (TCP/UDP, SSL/TLS) and experience with SIP, VoIP, IP telephony.
• Serverless (Lambda) experience is a plus.

What we offer

• Competitive pay and generous time off.
• Parental and wellness leave, healthcare benefits, and retirement savings program.
• Remote‑first work environment with occasional travel for team events.