Who we are At 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. Our 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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Technical Support Engineer 2 About the job This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs. We are looking for our next Technical Support Engineer 2 to join our Global Customer Support team in India/LATAM, who will be dedicated to understanding and resolving complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel, identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas. Identifies and responds to customer escalations and thoroughly document every customer interaction Responsibilities In this role, you’ll: - Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. - Understands and resolves complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel. Identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas. - Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues. - Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. - Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets. Meet SLA requirements per channel/role. - Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution. - Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers. - Review internal knowledge to stay current on industry shifts and standards. - Assist your manager in process improvements by surfacing customer pain points to assist in process improvement. - This position will also require supporting our customers on holidays to ensure that our customer’s needs are met. - Independently documents every customer interacti