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Protocol Intelligence
Data-driven signals on your job's competitivenessTier-1 brand, remote role, generalist support title, and metro locations increase competition.
API and cloud troubleshooting skills transfer broadly, but telecom/SIP expertise increases domain specificity.
Explicit 2+ years, SLA and tooling requirements and client-facing technical filters make shortlisting moderately strict.
Job Description
Structured overview of role & requirementsAbout This Role
Provide 24x7x365 technical support for Twilio’s top tier customers across multiple products along with Technical Account Managers.
Manage support queues, handle escalations, and utilize customer feedback to improve Twilio’s products and engineering efforts.
Work shifts including EMEA timing (1300-2200 IST) with possible weekend or holiday rotations and rapidly prioritize customer issues under SLAs of 3 hours or less.
Minimum Requirements
Minimum 2+ years in a client-facing technical support role, ideally supporting REST APIs and cloud solutions.
Fluency in English (oral and written) is mandatory.
Experience working with SLA-driven environments and ticketing tools like Zendesk.
Must be located in India (Karnataka, Telangana, Delhi, Tamil Nadu, Maharashtra) with ability to work EMEA shift hours and occasional travel.
Ideal Candidate Profile
Experienced in supporting high priority enterprise customers and managing critical issues with rapid turnaround.
Skilled in technical troubleshooting including network connectivity and familiarity with telecom or messaging platforms like SIP, PBX, Wireshark.
Comfortable collaborating cross-functionally with technical and product teams to escalate reproducible bugs and improve customer experience.