Technical Support Engineer 2
WFA Digital Insight
The demand for skilled technical support engineers has surged by 27% in the last year, driven by the rapid growth of cloud communications. Twilio, a pioneer in this space, is now hiring a Technical Support Engineer 2 to join their team. With a strong focus on remote-first work and global inclusion, Twilio offers a unique work environment that values diversity and connection. As the company continues to revolutionize the way businesses interact with their customers, this role presents an exciting opportunity for candidates to develop their skills in technical support and customer service. Before applying, candidates should be aware of the importance of proficiency in Excel and the ability to communicate complex technical issues to both technical and non-technical audiences.
Job Description
About the Role
The Technical Support Engineer 2 role at Twilio is a critical position that requires a unique blend of technical expertise and customer service skills. As a Technical Support Engineer 2, you will be the voice of Twilio to our customers and partners, providing friendly and professional support to resolve their issues with Twilio's Programmable Messaging product. You will be working closely with the Twilio Product and Engineering teams to stay up-to-date with the latest developments and industry shifts.The role entails working on messaging email cases submitted by both individual developers and major brands, assisting customers with troubleshooting message deliverability issues, and debugging customer code. You will also be collaborating with your teammates to surface customer problems and assist in process betterment.
What You Will Do
- Work on messaging email cases submitted by both individual developers and major brands
- Assist customers with troubleshooting message deliverability issues and debug customer code
- Speak with customers on the phone and chat to guide them through the development of their SMS application
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack
- File Jira's to report reproducible bugs and review our internal knowledge base to stay up-to-speed with industry shifts and standards
- Work with your manager to surface customer problems to assist in process betterment
- Develop workflows to remain efficient at tasks while following standard processes and procedures
- Provide friendly and professional customer service via phone, email, and chat mediums
- Demonstrate a high competency in communicating complex technical issues to both technical and non-technical audiences
What We Are Looking For
- 2+ years of experience in a technical support or customer service role
- Proficiency in Excel and experience with data analysis
- Strong problem-solving skills and ability to work well under pressure
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment and adapt to changing priorities
- Experience with cloud-based technologies and APIs
- Strong understanding of technical concepts and ability to learn quickly
- Experience with customer service software and ticketing systems
Nice to Have
- Experience with programming languages such as Python or Java
- Knowledge of telecommunications and messaging protocols
- Experience with cloud-based messaging platforms
- Certification in customer service or technical support
- Experience with project management tools and methodologies
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a fast-growing and innovative company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to cutting-edge technologies and tools
- Comprehensive health and wellness programs
- Generous paid time off and holiday policy
How to Stand Out
- Familiarize yourself with Twilio's Programmable Messaging product and APIs before applying
- Highlight your experience with customer service software and ticketing systems in your resume and cover letter
- Be prepared to provide examples of times when you had to communicate complex technical issues to non-technical audiences
- Showcasing your problem-solving skills and ability to work well under pressure is crucial in the interview process
- Having a strong understanding of technical concepts and the ability to learn quickly will make you a strong candidate
- Prepare to talk about your experience with data analysis and Excel, and how you can apply these skills to the role
- Research Twilio's company culture and values to show your passion for the company and the role
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