Technical Support Engineer 3

About the Role

Twilio operates on a 24/7 support model, requiring the ability to work weekends and holidays as needed. This flexibility is crucial in maintaining the high standards of customer service that Twilio is known for. The role involves working closely with various teams, including Product and Engineering, to resolve customer issues efficiently and effectively.

What You Will Do

• Work on messaging, Voice, and email cases through chat to provide timely and professional support to customers.
• Assist customers in troubleshooting message deliverability issues and debugging customer error codes, utilizing strong technical skills and knowledge of Twilio's products.
• Collaborate with teammates and cross-functional teams such as Product and Engineering via platforms like Slack, Jira, and Snow to ensure seamless issue resolution.
• File Jira tickets to report reproducible bugs, contributing to the continuous improvement of Twilio's products and services.
• Review and contribute to the internal knowledge base to stay updated with industry shifts, standards, and best practices.
• Provide clear and concise communication of technical issues to both technical and non-technical audiences via email, chat, phone, and social media platforms.
• Utilize superior investigative skills to gather detailed insights about customer outreach and effectively collaborate with other teams to resolve issues.
• Demonstrate a positive, can-do mentality with a willingness to embrace the critical and time-sensitive nature of issues and incidents.
• Lead executive-level communications on critical or sensitive issues, showcasing strong business insight and executive presence.

What We Are Looking For

• 4+ years of experience in providing professional, empathetic, and timely customer and/or technical support, with social media experience being a plus.
• Bachelor’s degree or commensurate experience and education, demonstrating a strong foundation in technical skills and customer service.
• Ability to work independently with minimal direct supervision and within a team environment, showcasing self-motivation and discipline.
• Positive, can-do mentality with a willingness to address customer concerns, escalations, and provide feedback in a professional manner.
• Strong business insight and executive presence, with the ability to lead communications on sensitive issues.
• Clear and concise communication skills, both written and verbal, to effectively interact with customers and internal teams.
• Superior investigative skills to gather detailed insights and collaborate with cross-functional teams for issue resolution.

Nice to Have

• Experience with Salesforce and Excel, demonstrating proficiency in using tools to analyze and present data.
• Familiarity with IT service management frameworks and processes, contributing to the efficient resolution of customer issues.
• Certification in technical support or a related field, showcasing a commitment to professional development and excellence.

Benefits and Perks

• Competitive compensation package, reflecting Twilio's commitment to attracting and retaining top talent.
• Opportunity to work with a remote-first company, offering flexibility and work-life balance.
• Access to cutting-edge technology and tools, enabling you to deliver high-quality support and stay updated with industry trends.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off, prioritizing the well-being of employees.
• Professional development opportunities, including training, mentoring, and career growth prospects, to help you achieve your career goals.

• Tip: Ensure you have a strong understanding of technical support principles and practices, and be prepared to provide specific examples of your experience in customer-facing roles.
• Develop your skills in using tools like Salesforce and Excel, as they are key to success in this role.
• Showcase your ability to work independently and as part of a team, highlighting instances where you've effectively managed multiple priorities and tight deadlines.
• Prepare to discuss your approach to troubleshooting complex technical issues and how you communicate resolutions to both technical and non-technical stakeholders.
• Consider building a portfolio that demonstrates your technical proficiency, customer service skills, and any certifications or training relevant to the role.
• Be ready to discuss your experience with social media platforms and how you've handled customer interactions in a public forum.
• When negotiating salary, research the market average for similar positions in the industry to make a strong case for your compensation package.