Technical Support Engineer 2

November 28

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Twilio

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telecommunications • API • cloud communications • SaaS • telephony

5001 - 10000 employees

Description

• Support Twilio’s phone number customers • Function as the voice of Twilio to our customers and partners • Help customers manage their Twilio products, services, and accounts • Solve tough problems and enjoy helping others • Collaborate with teammates and Twilio Product and Engineering teams via Slack

Requirements

• 1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. • Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own. • Leverages customer feedback to identify and drive improvements. • Experience and interest in working cross functionally with Engineering, Product Management, and Sales, and sometimes with similar cross functional teams from partner organizations • Demonstrated desire to understand customer trends, and document and report those trends to continue to improve our support process • Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties. • Proven advanced time management skills, with the ability to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures. • Excellent written and verbal communication skills. • Excellence in task prioritization and evaluation of situational urgency.

Benefits

• Generous time-off • Ample parental and wellness leave • Healthcare • Retirement savings program • Competitive pay • Opportunities to build relationships