Technical Support Engineer

August 21

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Twilio

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Build the future of communications.

telecommunications • API • cloud communications • SaaS • telephony

5001 - 10000

Description

• This position is needed to Support Twilio’s phone number customers • Technical Support Engineers to join the Phone Numbers team, supporting our customers’ use of our Console platform, and helping customers manage their Twilio products, services, and accounts • Function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Phone Numbers • Solving tough problems and enjoys helping others work through complex technical issues • Strong communicator to both technical and non-technical audiences via phone or email and able to empathize with frustrated customers from all backgrounds • Collaborate with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.

Requirements

• 1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums (Previous telecom experience is preferred) • 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

• Competitive pay • Generous time-off • Ample parental and wellness leave • Healthcare • Retirement savings program • Much more