About the Role
We are seeking a dedicated and skilled Twilio Support Engineer to join our client's dynamic technical support team. In this role, you will be the go-to expert for assisting developers and customers in leveraging Twilio's powerful communication APIs, including SMS, Voice, Video, Email, and Authentication services. Your primary goal will be to enable seamless integration, troubleshoot technical issues efficiently, and foster positive customer experiences. This position offers an excellent opportunity to deepen your technical expertise in cloud communications and work closely with a global client base.
Responsibilities
- Serve as the primary technical contact for customers and developers integrating Twilio APIs and communication services.
- Provide expert-level troubleshooting support for issues related to API requests, webhooks, message delivery, and authentication processes.
- Review, debug, and optimize customer code snippets, integration workflows, and configurations to ensure proper functionality.
- Collaborate with internal engineering and product teams to escalate and resolve complex technical issues that require deeper investigation.
- Maintain comprehensive documentation of customer cases, troubleshooting steps, solutions, and best practices to support ongoing learning and knowledge sharing.
- Proactively analyze customer interactions to identify recurring issues or patterns, and suggest process or documentation improvements to reduce future support tickets.
- Communicate technical solutions clearly and professionally to customers across various time zones, ensuring timely resolution and high customer satisfaction.
- Assist in developing FAQs, training materials, and technical guides to empower customers and internal teams.
- Stay current with Twilio product updates, new features, and industry best practices to provide informed support.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
- At least 2 years of experience in developer support, technical support, or systems integration, preferably within cloud communications or SaaS environments.
- Deep understanding of REST APIs, webhooks, JSON, HTTP protocols, and network security considerations.
- Strong coding skills in one or more programming languages such as Python, JavaScript, Java, or Node.js.
- Experience working with cloud platforms like AWS, Google Cloud Platform, or Microsoft Azure.
- Excellent problem-solving, debugging, and analytical skills with a customer-centric approach.
- Outstanding verbal and written communication skills, capable of explaining complex technical concepts to non-technical audiences.
- Ability to handle sensitive, urgent, or escalated technical issues with professionalism and empathy.
- Strong organizational skills with the ability to manage multiple customer cases simultaneously.
Preferred Skills
- Previous experience supporting a Communications Platform as a Service (CPaaS) or developer-focused SaaS product.
- Knowledge of telecom industry concepts, messaging protocols, and authentication workflows such as OTP.
- Experience supporting clients across multiple time zones, demonstrating flexibility and strong communication skills.
- High emotional intelligence (EQ) and the ability to work proactively in a fast-paced, team-oriented environment.
- Familiarity with security best practices related to communication APIs and data privacy.
By submitting any application or rsum to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.
We regret only short-listed candidates will be notified.
Lai Kok Soon
Reg No: R24121496
TDCX Talent Solutions Pte. Ltd
EA License No: 23C2024
