Technical Support Engineer - 2, Platform and Applications

About the Role

The role requires a strong technical background, excellent communication skills, and the ability to work independently in a fast-paced environment. You will be responsible for developing knowledge in multiple specialty areas, identifying adoption and upsell opportunities, and making connections with customers to drive business growth.

Twilio's remote-first work culture means that you will be working from the comfort of your home, with a vibrant team of diverse professionals who are passionate about delivering exceptional customer experiences.

What You Will Do

• Understand and resolve complex customer requests via phone, email, chat, or other support channels
• Identify adoption and upsell opportunities for customers and make connections to drive business growth
• Develop knowledge in multiple specialty areas, including Twilio's APIs and SDKs
• Communicate complex concepts to customers, anticipating questions and providing proactive suggestions
• Identify and respond to customer escalations, prioritising cases based on status, priority, and entitlement
• Work on multiple support channels, including chat, phone, and social media
• Prioritise the queue based on status, priority, and entitlement to achieve SLA compliance targets
• Leverage Twilio's AI tools and other automations to efficiently resolve tickets and communicate with customers
• Mentor or provide training to other team members on case management best practices
• Thoroughly document every customer interaction, including technical details and internal commentary

What We Are Looking For

• 3+ years of experience in a technical support role, preferably in a cloud-based or SaaS environment
• Strong technical background, with expertise in APIs, SDKs, and software development
• Excellent communication and problem-solving skills, with the ability to work independently in a fast-paced environment
• Experience working with multiple support channels, including chat, phone, and social media
• Strong knowledge of cloud-based technologies and software development methodologies
• Ability to work in a remote-first environment, with a self-motivated and disciplined approach to work
• Strong analytical and troubleshooting skills, with the ability to think creatively and outside the box

Nice to Have

• Experience working with Twilio's APIs and SDKs
• Knowledge of artificial intelligence and machine learning technologies
• Experience working in a customer-facing role, with a strong focus on customer satisfaction
• Certification in a relevant technical field, such as cloud computing or software development

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a vibrant team of diverse professionals who are passionate about delivering exceptional customer experiences
• Flexible working hours and remote work options
• Access to cutting-edge technologies and tools, including Twilio's AI and automation platforms
• Professional development opportunities, including training and certification programs
• Recognition and rewards for outstanding performance, including bonuses and stock options

• Make sure you have a strong understanding of Twilio's APIs and SDKs, as well as experience working with cloud-based technologies.
• Highlight your problem-solving skills and ability to think creatively in your application and interview.
• Be prepared to provide examples of times when you had to communicate complex technical concepts to non-technical customers.
• Show enthusiasm for Twilio's remote-first work culture and commitment to global inclusion.
• Research Twilio's products and services to understand the company's vision and goals, and be prepared to ask informed questions during the interview process.
• Consider creating a portfolio or examples of your work to demonstrate your technical skills and experience.