Technical Support Engineer – Messaging

About the role

Join Twilio as a Technical Support Engineer focused on the Programmable Messaging product. You will act as the voice of Twilio to customers and partners, providing expert guidance on the Messaging API while delivering friendly, professional service across phone, email, and chat.

Key responsibilities

• Work on messaging email cases submitted by individual developers and major brands.
• Assist customers with troubleshooting message deliverability issues and debug their code.
• Speak with customers via phone and chat to guide them through SMS application development.
• Collaborate with teammates and the Product and Engineering teams through Slack.
• File JIRA tickets for reproducible bugs and keep up‑to‑date via the internal knowledge base.

Required profile

• Bachelor’s degree or equivalent work experience.
• 2+ years in a client‑facing technical role supporting REST APIs or enterprise software.
• Strong problem‑solving and technical troubleshooting abilities.
• Excellent communication skills and ability to de‑escalate tense situations.

Required skills

• REST API knowledge.
• Debugging in general‑purpose programming languages.
• Experience with JIRA or a similar ticketing system.

What we offer

• Competitive pay and generous time off.
• Healthcare, parental and wellness leave, and a retirement savings program.