Senior Technical Support Engineer, Technical

Twilio is hiring a Senior Technical Support Engineer, Technical to join our fully remote team in the United States. As a Senior Technical Support Engineer, Technical, you'll help customers succeed and resolve issues with empathy. This is a full-time, work-from-home role open to candidates across the US (Remote — US (EST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Document solutions and improve help content • Respond to customer questions via chat, email, and tickets • Maintain high customer satisfaction scores • Escalate bugs and feedback to product teams • Troubleshoot and resolve product issues What we offer: • Annual learning and professional development budget • 100% remote, work-from-anywhere-in-the-US culture • Home office and wellness stipends • 401(k) retirement plan with company match • Flexible working hours across US time zones How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Twilio is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Reliable home internet and a quiet workspace • Ability to learn products quickly • Excellent written and verbal communication • Comfort with support tools (Zendesk, Intercom) Nice to have: • Experience in a fast-paced, high-growth environment • Experience working in a fully remote or distributed team