Technical Support Engineer 2

About the Role

Twilio's customer support team is known for its commitment to delivering exceptional customer experiences, and as a Technical Support Engineer 2, you will be expected to embody this philosophy in your work. You will be working closely with customers to understand their needs, providing solutions and support to ensure they get the most out of Twilio's products, and serving as a subject matter expert for Twilio's APIs and SDKs.

The ideal candidate will have a strong technical background, excellent communication skills, and a passion for delivering outstanding customer experiences. If you are a motivated and skilled technical support engineer looking to join a dynamic and innovative company, this could be the perfect opportunity for you.

What You Will Do

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
• Understand and resolve complex customer requests via phone, email, chat, side channel, live support, or any other support/communication channel.
• Identify adoption and upsell opportunities for customers and make the appropriate connections.
• Develop knowledge on multiple specialty areas and stay current on industry shifts and standards.
• Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack and filing JIRAs to report reproducible bugs.
• Prioritize the queue based on status, priority, entitlement, and follow guidance prioritizing caseload to achieve SLA compliance targets.
• Meet SLA requirements per channel/role and follow established guidelines on tagging, categorizing, merging tickets.
• Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers.
• Assist your manager in process improvements by surfacing customer pain points to assist in process improvement.
• Support customers on holidays to ensure that their needs are met.
• Independently document every customer interaction.

What We Are Looking For

• 2+ years of experience in a technical support or related field, with a strong technical background in telecommunications, computer systems, or a related field.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical customers.
• Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions.
• Experience with troubleshooting and resolving Quality of Service (QoS) issues.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Strong knowledge of Excel and other Microsoft Office applications.
• Experience working with AI tools and other automations (macros and related tools).
• Ability to work collaboratively in a team environment and build strong relationships with customers and colleagues.

Nice to Have

• Experience with cloud communication platforms, APIs, and SDKs.
• Knowledge of programming languages such as Java, Python, or C++.
• Experience working in a remote-first environment.
• Certification in a related field, such as ITIL or CompTIA.
• Experience with project management tools such as JIRA or Asana.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a dynamic and innovative company that is shaping the future of communications.
• Collaborative and supportive team environment with a strong culture of connection and global inclusion.
• Flexible working hours and remote work options.
• Professional development opportunities and training programs.
• Access to the latest technology and tools.
• Recognition and reward programs for outstanding performance.
• Comprehensive health and wellness programs.
• Generous paid time off and holiday leave.

• To stand out as a candidate, highlight your experience with troubleshooting and resolving complex technical issues, as well as your ability to communicate effectively with non-technical customers.
• Make sure your resume and cover letter are tailored to the specific requirements of the role, and showcase your skills and experience in a clear and concise manner.
• Be prepared to provide specific examples of your experience and skills during the interview process, and be ready to ask informed questions about the role and the company.
• Consider creating a portfolio or samples of your work to demonstrate your technical expertise and problem-solving skills.
• Don't be afraid to ask about the company culture and values during the interview process, and be sure to research the company's mission and vision to understand their approach to customer support.