Description:

Twilio is hiring a Technical Support Engineer 2 to join its Platform and Applications Support Team, supporting EMEA customers. In this role, you’ll be the voice of Twilio for customers and partners, providing top-tier technical assistance, guiding developers and architects, and ensuring seamless product experiences with Twilio’s API-driven solutions.

This position involves troubleshooting complex technical problems, from connectivity issues to API integrations, while collaborating with global teams. Engineers in this role will work across full-stack JavaScript, networking (TCP/UDP, SSL/TLS), APIs, SDKs, and contact center solutions. They will also contribute to product improvement by escalating feedback and bugs to the product and engineering teams.

Key Responsibilities:

• Provide advanced technical support for Twilio APIs, SDKs, and cloud communications products.
• Resolve customer issues with server-side code (Node.js, Java, Python, or C#) and client-side JavaScript frameworks (React.js bonus).
• Troubleshoot network-related issues involving TCP/UDP, SSL/TLS.
• Serve as subject matter expert for customers and partners, guiding effective usage of Twilio products.
• Identify quality of service (QoS) issues, diagnose API or connectivity problems, and propose resolutions.
• Collaborate with Twilio engineers and product teams via Slack, JIRA, and internal tools to report reproducible bugs.
• Work within process-driven environments, ensuring customers are supported even during weekends and holidays.

Key Technical Skills:

JavaScript, Node.js, Java, Python, C#, React.js, RESTful APIs, Cloud solutions, OOP concepts, TCP/UDP, SSL/TLS, Network troubleshooting, WebRTC, Serverless (AWS Lambda), CI/CD tooling, Contact center platforms

Requirements:

• 2+ years of relevant Technical Support or developer support experience.
• Experience troubleshooting full-stack JavaScript applications (React.js experience is a plus).
• Solid understanding of OOP principles.
• Strong ability to troubleshoot network and connectivity issues (TCP/UDP, SSL/TLS).
• Excellent verbal and written communication skills to handle both technical and non-technical audiences.
• Strong customer-centric mindset with empathy and the ability to “step into the customer’s shoes.”
• Bonus: Experience with Serverless (AWS Lambda), native/mobile apps, REST API troubleshooting, and contact center solutions.