Technical Support Engineer 2

About the Role

The role is critical in ensuring that Twilio's customers can leverage the full potential of the platform's functionality. By working closely with customers and internal stakeholders, you will identify areas for improvement and contribute to the development of new solutions that meet the evolving needs of the market.

Twilio operates a 24x7 support model, which means you may be required to work weekends and holidays as needed. The typical work schedule includes Monday to Friday, 6:30 AM to 3:30 PM, with rotating shifts to cover the weekend.

What You Will Do

• Provide technical support to customers via email, chat, and phone, resolving complex issues in a timely and professional manner.
• Collaborate with the Customer Success team to identify and address customer needs, ensuring seamless onboarding and ongoing support.
• Escalate critical issues to internal channels, ensuring timely response and resolution.
• Report bugs to the Engineering and QA teams, helping to prioritize fixes and ensure customer satisfaction.
• Communicate effectively with customers and internal teams about issues impacting service, ensuring transparency and trust.
• Verify that issues have been resolved, following up with customers to ensure satisfaction.
• Execute internal processes to streamline and scale support, contributing to the development of new solutions and improvements.
• Partner with cross-functional teams, such as Product Management and R&D, to translate customer feedback into product enhancements.
• Develop and maintain expertise in reporting and knowledge base documentation, sharing insights with the wider team.
• Provide training and support to junior team members, contributing to the growth and development of the support team.

What We Are Looking For

• Strong technical skills, with experience in a telecom environment and familiarity with AI technologies.
• Excellent communication and problem-solving skills, with the ability to empathize with frustrated customers.
• Experience working in a dynamic, fast-paced environment, with a proven track record of managing multiple priorities and deadlines.
• Strong time management skills, with the ability to work efficiently and effectively in a remote setting.
• Ability to work a rotating shift, including weekends and holidays as needed.
• Experience with customer-facing technical support, with a strong focus on customer satisfaction and experience.
• Familiarity with Excel and other productivity tools, with the ability to learn new systems and technologies quickly.

Nice to Have

• Experience working with Twilio's platform or similar technologies.
• Certification in IT service management or a related field.
• Experience with Agile development methodologies and version control systems.
• Familiarity with cloud-based technologies and infrastructure.

Benefits and Perks

• Competitive salary and benefits package, with opportunities for growth and development.
• Flexible working hours and remote work options, with a stipend for home office setup.
• Access to cutting-edge technologies and training opportunities, with a focus on continuous learning and development.
• Collaborative and dynamic work environment, with a team that values diversity, inclusion, and fun.
• Opportunities for career advancement and professional growth, with a focus on promoting from within.
• Comprehensive health and wellness programs, with access to mental health support and resources.
• Generous PTO and holiday schedule, with opportunities for flexible work arrangements.

• Tip: Highlight your experience with AI and telecom environments, as well as your passion for innovation and customer satisfaction.
• Develop a strong understanding of Twilio's platform and technologies, and be prepared to provide specific examples of how you have applied similar skills in previous roles.
• Showcase your problem-solving skills and ability to work in a fast-paced environment, with a focus on customer experience and satisfaction.
• Prepare to discuss your experience with customer-facing technical support, and be ready to provide examples of how you have handled complex issues in the past.
• Consider highlighting any relevant certifications or training programs you have completed, such as IT service management or Agile development methodologies.
• Be prepared to discuss your experience with remote work and flexible scheduling, and how you stay motivated and productive in a remote setting.