About the Role
This position involves diagnosing and solving technical challenges across platforms, supporting customer onboarding, and contributing to product improvements through feedback and documentation.
Responsibilities
- Diagnose and resolve technical issues reported by customers
- Provide guidance during product integration and deployment
- Collaborate with engineering teams to escalate and track bugs
- Document solutions and contribute to knowledge base articles
- Respond to customer inquiries via tickets, chat, or phone
- Analyze logs and system behavior to identify root causes
- Support onboarding for new customers and partners
- Advocate for customer needs within product teams
- Work across time zones to support global clients
- Maintain up-to-date understanding of platform features
- Assist in debugging API and SDK issues
- Follow structured processes for incident management
- Participate in on-call rotations for critical issues
- Improve support efficiency through automation suggestions
- Conduct post-mortems on major service disruptions
- Educate customers on best practices and troubleshooting
- Track metrics related to case resolution and customer satisfaction
- Coordinate with cross-functional teams during outages
- Ensure compliance with security and data handling policies
- Stay current with emerging technologies relevant to the platform
Nice to Have
- Experience with telecommunications or real-time messaging platforms
- Background in full-stack development
- Knowledge of containerization and orchestration tools
- Exposure to observability and monitoring tools
- Certifications in cloud platforms (AWS, GCP, Azure)
- Experience with CI/CD pipelines
- Familiarity with security best practices in cloud environments
- Prior work in a developer-facing support role
- Contributions to open-source projects
- Multilingual communication skills
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid
Team
Part of the global support engineering team
What We Believe
- We value empathy, ownership, and technical excellence in every interaction.
- We believe diverse perspectives strengthen our ability to solve problems.
- We are committed to creating inclusive experiences for customers and teammates alike.
The Life of a Twilian
- Twilions enjoy flexible work arrangements and a supportive culture.
- Professional growth is encouraged through mentorship and learning opportunities.
- Team members are empowered to innovate and drive change.
Available for qualified candidates
