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Technical Support Engineer

Twilio· Customer Support
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Hybrid (Estonia)€28.7k - €35.9kFull-timePosted 3w ago

About the role

Technical Support Engineer role on the Onboarding Compliance and Support (OCS) team at Twilio, focusing on supporting the Console platform, handling complex technical issues, and acting as a subject matter expert for customers and partners. Remote-first, Estonia-based position with potential ad-hoc in-person reporting.

Responsibilities

  • Use strong technical and diplomatic skills to address customer issues and provide feedback to Product and Engineering teams
  • Be ready to assist customers, including irregular shifts and weekends as needed
  • Collaborate with customers' developers, architects, and support personnel to resolve complex problems with potentially costly and far-reaching consequences
  • Collaborate with teammates and Product and Engineering teams via Slack and file JIRAs to report reproducible bugs
  • Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards

Qualifications

  • 1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email (previous telecom experience preferred)
  • Ability to address customer concerns in a friendly, diplomatic, and empathetic way
  • Leverages customer feedback to identify and drive improvements
  • Experience and interest in working cross-functionally with Engineering, Product Management, and Sales
  • Desire to understand customer trends and report them to improve support processes
  • Experience with troubleshooting and resolving QoS issues, including escalations to third parties
  • Advanced time management skills and ability to develop efficient workflows while following processes
  • Excellent written and verbal communication skills
  • Strong prioritization and ability to evaluate situational urgency

Skills

Required:Technical communicationCross-functional collaborationProblem solving / troubleshootingTime managementDocumentation & knowledge sharing

Benefits

  • Generous time-off
  • Parental and wellness leave
  • Healthcare
  • Retirement savings program
  • Offerings vary by location
Last updated Oct 8, 2026. Interested? Apply on the company site.

About Twilio

Twilio platform for communications and programmable APIs across messaging, voice, video, and AI-enabled workflows.

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