Technical Support Engineer 2
Support
SalesforceExcel
WFA Digital Insight
The demand for skilled technical support engineers in the remote job market is on the rise, with companies like Twilio leading the charge. As remote work becomes the new norm, professionals with expertise in Salesforce and Excel are in high demand. With the remote workforce expected to grow by 30% in the next year, this is an exciting opportunity to join a company that values flexibility and global inclusion. Before applying, candidates should be prepared to showcase their technical skills and experience working with customer-facing technical roles.
Job Description
About the Role
As a Technical Support Engineer 2 at Twilio, you will be an integral part of the Transforming Customer Experience (TCX) team. This team is dedicated to providing top-notch support to customers, ensuring that their needs are met in a timely and efficient manner. The TCX team collaborates closely with multiple teams across Twilio to deliver exceptional customer support. The role of a Technical Support Engineer 2 is crucial in designing and delivering operational excellence principles and practices across the support ecosystem. This includes providing technical guidance, identifying areas for improvement, and contributing to the Voice of the Customer initiative. You will be working remotely from India, as part of a global team that values diversity, inclusion, and connection.What You Will Do
- Provide technical support to customers via various channels such as email, phone, chat, and video conferencing
- Explain complex technical concepts in a clear and concise manner to build customer confidence
- Demonstrate technical competency, empathy, and professionalism in all customer interactions
- Contribute to the Voice of the Customer initiative by documenting interactions, root causes, and issue resolutions
- Identify areas for process improvement and implement changes to enhance the customer experience
- Collaborate with the product and engineering teams to resolve complex technical issues
- Coach and guide newer members of the customer support team
- Ensure that support SLAs and CSAT goals are consistently met and ticket queues are well managed
- Stay up-to-date with industry trends and emerging technologies to provide innovative solutions to customers
What We Are Looking For
- Bachelor’s degree or equivalent work experience in a related field
- 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
- Strong understanding of the technology stacks common to the Web ecosystem
- Functional knowledge of general-purpose programming languages
- Excellent problem-solving and technical troubleshooting skills
- Experience working with Salesforce and Excel
- Strong communication and interpersonal skills
- Ability to work in a fast-paced environment and adapt to changing priorities
Nice to Have
- Experience working in a remote-first team
- Knowledge of Artificial Intelligence (AI) and its applications in customer support
- Certification in Salesforce or a related technology
- Experience with customer support platforms and tools
- Familiarity with Agile development methodologies
Benefits and Perks
- Competitive salary and benefits package
- Opportunities for professional growth and development
- Flexible working hours and remote work arrangements
- Access to cutting-edge technologies and tools
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Comprehensive health insurance and wellness programs
- Generous paid time off and vacation policy
How to Stand Out
- Familiarize yourself with Twilio’s products and services to showcase your knowledge and enthusiasm during the interview process.
- Highlight your experience working with customer-facing technical roles and supporting REST API or enterprise software.
- Develop a strong understanding of Salesforce and Excel, as these skills are highly valued in this role.
- Prepare to provide specific examples of times when you had to explain complex technical concepts to non-technical customers.
- Show your passion for delivering exceptional customer experiences and your ability to work in a fast-paced environment.
- Be prepared to discuss your experience working with remote teams and your ability to adapt to changing priorities.
- Research the company culture and values to demonstrate your alignment with Twilio’s mission and vision.
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