Technical Support Engineer – Remote (Estonia)

About the role

Twilio is seeking a Technical Support Engineer to join its Onboarding Compliance and Support team. You will help customers use the Twilio Console, manage products and services, and act as a trusted voice for the company.

Key responsibilities

• Address customer issues with strong technical and diplomatic skills, providing feedback to Product and Engineering teams.
• Assist customers on irregular shifts, including weekends and holidays, as needed.
• Collaborate with developers, architects, and support personnel to resolve complex, high‑impact problems.
• Work with teammates and internal teams via Slack and JIRA to report reproducible bugs.
• Maintain and contribute to internal knowledge bases and external technical resources.

Required profile

• 1‑3 years of experience communicating complex technical issues to technical and non‑technical audiences via phone or email.
• Ability to treat customer problems with empathy and provide friendly, diplomatic solutions.
• Experience working cross‑functionally with Engineering, Product Management and Sales.
• Strong time‑management skills and ability to prioritize tasks under pressure.
• Excellent written and verbal communication skills.

Required skills

• Troubleshooting Quality of Service (QoS) issues.
• Using JIRA for bug reporting and tracking.
• Collaborating through Slack channels.

What we offer

• Competitive salary and performance‑based compensation.
• Generous time‑off, parental and wellness leave.
• Healthcare coverage and retirement savings program.
• Opportunities to volunteer and donate through company‑supported initiatives.
• Remote‑first work environment with occasional in‑person gatherings.