🛠 Tech Stack

💼 About This Role

You'll join Twilio's Support team to provide excellent technical support for the Email platform, resolving complex issues and mentoring newer team members. You'll be the point of escalation for middle-complexity problems and contribute to the knowledge base. This role offers remote-first work in a diverse, global team.

🎯 What You'll Do

• Provide product support via phone, email, social media, and chat.
• Log interactions and tag/categorize issues.
• Resolve a monthly volume of tickets while meeting SLAs.
• Escalate complex issues to Product and Engineering teams.

📋 Requirements

• 3-4 years client-facing technical support experience (Email, Communications, SaaS).
• Proven ability to communicate complex technical issues to non-technical audiences.
• Experience with incident communication and on-call.
• Experience supporting Email REST APIs and using JIRA/Confluence.

✨ Nice to Have

• Reading/Debugging HTML
• SQL and Splunk experience
• Familiarity with Zendesk

🎁 Benefits & Perks

• 💰 Competitive pay
• 🏖️ Generous time off
• 👶 Ample parental and wellness leave
• 🏥 Healthcare
• 💰 Retirement savings program

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Technical Screen· 60 min
3. 3Hiring Manager Interview· 45 min