{"id":1216659,"url":"https://alion.io/job/twilio-technical-support-engineer-5","title":"Technical Support Engineer","company":{"id":1829,"name":"Twilio","domain":"twilio.com","url":"https://alion.io/company/twilio","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":84,"open_postings":17,"ghost_share":0,"stale_share":0.647,"repost_share":0,"time_to_fill_p50_days":53,"computed_at":"2026-09-28T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["EE"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":45000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":480},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false},{"name":"Twilio","optional":false}],"status":"live","first_seen_at":"2026-09-25T09:00:45Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-28T20:14:21Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Who we are \nAt Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.\nOur dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.\n.\nHiring and how we work\nWe use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! \nAlso, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. \n.\nSee yourself at Twilio\nJoin the team as our next Technical Support Engineer\nWho we are & why we’re hiring\nTwilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.\nAlthough we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.\nAbout the job\nTwilio is growing rapidly and seeking Technical Support Engineers to join the Onboarding Compliance and Support (OCS) team, supporting our customers’ use of our Console platform, and helping customers manage their Twilio products, services, and accounts. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert.\nWe’re looking for someone who is excited in solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.\nYou should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures. \nTwilio operates a 24x7 support model so the ability to work weekends and holidays (as needed) may be required.\nResponsibilities\nIn this role, you’ll:\nWEAR THE CUSTOMER’S SHOES: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.\nBe ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs).\nBE INCLUSIVE: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.\nBE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.\nWRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.\nQualifications \nNot all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!\nRequired:\n1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. (Previous telecom experience is preferred) \nAbility to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.\nLeverages customer feedback to identify and drive improvements.\nExperience and interest in working cross functionally with Engineering, Product Management, and Sales, and sometimes with similar cross functional teams from partner organizations\nDemonstrated desire to understand customer trends, and document and report those trends to continue to improve our support process\nExperience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.\nProven advanced time management skills, with the ability to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.\nExcellent written and verbal communication skills.\nExcellence in task prioritization and evaluation of situational urgency.\nDesired:\nExperience in handling escalations, working directly with users and Customer Success teams to solve problems.\nKnow how to route critical issues to the appropriate internal teams, ensuring timely response.\nReport bugs to the Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction.\nClearly communicate with customers and other internal teams about issues impacting their service.\nExecute internal processes to streamline and scale support\nLocation \nThis position is based remotely in Estonia\nWhat We Offer\nThere are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.\nTwilio thinks big. Do you?\nWe like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values - something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.\nSo, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.\n.\nStay alert to recruitment fraud\nWe care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.\n.\nTwilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. 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