Technical Support Engineer (Telecom)

Location: Remote in Estonia; occasional in-person attendance may be required for team gatherings, off-sites, or customer meetings. Weekend and holiday work may be required under the 24/7 support model.

Company

Twilio provides real-time business communications and data solutions that help companies and developers build applications and customer experiences.

What you will do

• Support customers using Twilio’s Console platform and help manage products, services, and accounts.
• Resolve complex technical issues for developers, architects, support personnel, customers, and partners through phone and email.
• Troubleshoot QoS issues, including escalations to third parties.
• Collaborate with Product, Engineering, Sales, Customer Success, and partner teams to resolve issues and share customer feedback.
• File reproducible bugs in Jira and help prioritize fixes with Engineering and QA.
• Maintain internal knowledge bases and external technical resources while improving support processes.

Requirements

• 1–3 years of experience communicating complex technical issues to technical and non-technical audiences by phone or email.
• Understanding of technology stacks common to the web ecosystem and experience troubleshooting QoS issues.
• Strong written, verbal, diplomatic, empathetic, and customer-facing communication skills.
• Experience collaborating cross-functionally with Engineering, Product Management, Sales, or partner organizations.
• Advanced time management, prioritization, workflow development, and situational-urgency evaluation skills.
• Availability to work irregular shifts, including weekends and holidays, as needed for 24/7 support.

Nice to have

• Previous telecom experience.
• Experience handling escalations and working directly with users and Customer Success teams.
• Experience routing critical issues, reporting bugs, and streamlining support processes.

Culture & Benefits

• Remote-first work with a globally distributed and inclusive environment.
• Competitive pay and location-dependent benefits.
• Generous time off, parental and wellness leave, healthcare, and a retirement savings program.
• Opportunities to contribute to community initiatives through volunteering and donation support.

Hiring process

• Hiring decisions are made by Twilio employees, with artificial intelligence used to support process efficiency.
• A formal interview process is required; offers are not made without interviews.