Greenhouse ·
full-timeTechnical Support Engineer
Twilio · Remote - Estonia
Twilio is a communications platform that provides APIs and tools enabling businesses to add voice, messaging, video and email capabilities to their applications. The company serves developers and enterprises worldwide, offering a Console where customers manage their Twilio products, services and accounts. As a Technical Support Engineer on the Onboarding Compliance and Support team, you will be the primary point of contact for customers experiencing issues with the Console or other Twilio services. Day‑to‑day activities include diagnosing technical problems via phone or email, communicating solutions to both technical and non‑technical users, reproducing bugs and filing JIRA tickets, contributing to internal knowledge bases, and collaborating with product and engineering teams to relay customer feedback. The role requires working within a 24x7 support model, which may involve weekend or holiday shifts as needed. Ideal candidates have a solid grasp of common web technology stacks, experience or familiarity with telecom environments, strong time‑management skills, and the ability to empathize with frustrated customers while maintaining clear, diplomatic communication. Remote‑first work is supported, with occasional in‑person gatherings possible.
Education
- Level: Bachelor's degree
Key Skills
Notes
Irregular shifts, weekends/holidays may be required
Experience required
Fresher-friendly, up to 1 yrsAbout the Role Twilio is a remote‑first company looking for a Technical Support Engineer intern to join the Onboarding Compliance and Support (OCS) team. The role supports customers using Twilio's Console platform, acts as the voice of Twilio to customers and partners, and serves as a subject‑matter expert. Strong communication skills and the ability to empathize with diverse customers are essential. Responsibilities Use technical and diplomatic skills to address customer issues and provide feedback to Product and Engineering teams. Assist customers as needed, which may require irregular shifts, including weekends. Work inclusively with developers, architects, and support personnel to resolve complex problems. Collaborate with teammates and internal teams via Slack, file JIRAs for reproducible bugs, and contribute to internal knowledge bases and external technical resources. Requirements Strong communicator to both technical and non‑technical audiences via phone or email. Understanding of web technology stacks and experience in a telecom environment. Excellent time‑management skills and ability to work efficiently in a dynamic environment while following standard processes. Availability to work weekends and holidays as needed.
Technical Support Engineer: role and responsibilities
- Address customer issues using technical and diplomatic skills while providing feedback to internal Product and Engineering teams.
- Act as a subject-matter expert for customers using the Twilio Console platform.
- Collaborate with developers, architects, and support personnel to resolve complex technical problems.
- Communicate effectively with both technical and non-technical audiences through phone and email.
- File JIRA tickets for reproducible bugs and contribute to internal and external technical documentation.
- Maintain active communication with teammates and internal stakeholders using Slack.
Skills for this role
Required skills
Also mentioned in the listing
| Role | Technical Support Engineer |
|---|---|
| Company | Twilio |
| Location | Remote - Estonia |
| Compensation | Not disclosed |
| Posted | 2026-09-29 |
| Deadline | Rolling |
How to prepare for the Technical Support Engineer role
- Review common web technology stacks to demonstrate your technical foundation.
- Prepare examples of how you have explained complex technical concepts to non-technical individuals.
- Research Twilio's product offerings and the role of the Console platform in their ecosystem.
Common mistakes to avoid
- Failing to mention experience with JIRA or similar ticketing systems; ensure you highlight your bug-tracking proficiency.
- Ignoring the requirement for weekend and holiday availability; clarify your flexibility regarding shift work early on.
- Focusing only on technical skills while neglecting customer service; emphasize your ability to empathize with diverse users.
- Providing generic communication examples; use specific scenarios where you balanced technical accuracy with diplomacy.
Resume keywords for this listing
Terms the listing itself uses. Include the ones you can back with a project or experience.
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Technical Support Engineer at Twilio: frequently asked questions
- Who can apply for the Technical Support Engineer role at Twilio?
- The listing asks for Bachelor's degree; 0-1 years of experience.
- What skills does the Technical Support Engineer role require?
- The listing highlights Technical Support, Customer Service, Web Technologies, Telecom, Slack, JIRA. Show each of these in a project or past role on your resume.
- What is the salary for this role?
- Twilio has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Technical Support Engineer position remote, hybrid or onsite?
- The listing marks this role as remote, with Remote - Estonia as the location.
- What is the application deadline?
- Twilio has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Technical Support Engineer role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
- Are there specific shift requirements for this role?
- Yes, the role requires availability to work irregular shifts, including weekends and holidays as needed.
- What is the primary focus of the OCS team?
- The Onboarding Compliance and Support team focuses on supporting customers using the Twilio Console platform and acting as the voice of the company.
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