Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day.
About the job
Twilio is growing rapidly and seeking Technical Support Engineers to join the Onboarding Compliance and Support (OCS) team, supporting our customers’ use of our Console platform, and helping customers manage their Twilio products, services, and accounts. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert.
We’re looking for someone who is excited in solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating 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.
Responsibilities
In this role, you’ll: * WEAR THE CUSTOMER’S SHOES: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. * Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs). * BE INCLUSIVE: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences. * BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. * WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
Required:
- 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.
Desired:
- Experience in handling escalations, working directly with users and Customer Success teams to solve problems.
- Know how to route critical issues to the appropriate internal teams, ensuring timely response.
- Report bugs to the Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction.
- Clearly communicate with customers and other internal teams about issues impacting their service.
- Execute internal processes to streamline and scale support
