🛠 Tech Stack

💼 About This Role

You'll resolve complex customer requests and serve as a subject matter expert for Twilio's APIs and SDKs. You'll identify adoption and upsell opportunities while maintaining high SLA compliance. This remote role offers the chance to mentor peers and contribute to knowledge articles.

🎯 What You'll Do

• Resolve complex customer requests via phone, email, chat, and social channels
• Identify adoption and upsell opportunities and make appropriate connections
• Mentor team members in case management best practices

📋 Requirements

• 5-7 years experience in Technical Support or Application Support
• Strong programming/scripting skills in JavaScript/Node.js, Python, or Java
• Experience with REST APIs, HTTP, Postman/curl, and Webhooks
• Understanding of VoIP/SIP/WebRTC and networking fundamentals

✨ Nice to Have

• Bachelor's Degree or equivalent certifications
• Escalation management and de-escalation skills
• Basic case management experience

🎁 Benefits & Perks

• 💰 Competitive Pay
• 🏖️ Generous Time Off
• 👶 Ample Parental and Wellness Leave
• 🏥 Healthcare
• 📈 Retirement Savings Program

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

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