About the role
At Twilio, the support team is integral to helping customers navigate their platform and resolve technical issues. The company emphasizes a remote-first culture, allowing team members to work from Estonia and other locations worldwide. The role involves engaging with clients via phone and email, troubleshooting complex problems, and collaborating with engineering and product teams to improve service quality. The environment values diverse experiences and encourages continuous learning.
The Technical Support Engineer will handle customer inquiries, diagnose issues related to web and telecom technologies, and escalate problems when necessary. Strong communication skills and empathy are essential to manage customer frustrations effectively. The role requires familiarity with QoS issues, troubleshooting, and working in a fast-paced, 24/7 support setting, including weekends and holidays. The position offers an opportunity to contribute to a global tech leader shaping communication solutions.
This contract role is suitable for individuals with 1-3 years of experience in technical support, especially in telecom or related fields. Candidates should demonstrate excellent task management, problem-solving, and cross-functional collaboration skills. The work is primarily remote, with occasional in-person meetings, and involves continuous engagement with technical and non-technical stakeholders to ensure customer satisfaction and platform improvement.