Technical Support Expert 2

## About the Role The Technical Support Expert 2 is a critical position at Twilio, responsible for delivering top-tier customer service and ensuring compliance with regulatory requirements. This role is part of the Onboarding and Compliance Support team, which plays a vital part in protecting communication environments and preventing external threats. On a day-to-day basis, you will be handling high-impact support tickets, collaborating with various departments to address customer concerns, and continuously identifying areas for process improvement.

As a Technical Support Expert 2, you will be the primary point of contact for customers and partners, guiding them through compliance and resolving account issues. Your technical expertise and ability to think critically will be essential in preventing fraud and ensuring account security. You will also be responsible for providing timely and concise updates on significant issues and incidents, and proactively communicating with customers to offer updates and next steps.

The ideal candidate for this role will be someone who is passionate about customer success and has a strong technical background. You will be working closely with a team of experienced professionals who are dedicated to delivering exceptional customer experiences. Your ability to work effectively in a remote environment, prioritize tasks, and manage your time efficiently will be crucial to your success in this role.

## What You Will Do - Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs - Provide timely and concise updates on significant issues, incidents, and escalated cases, including challenges in processes - Continuously identify and implement improvements to processes and procedures to enhance customer experience and service excellence - Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly - Deliver expert advice and guidance to customers and partners on compliance and account security - Use critical thinking to prevent fraud and ensure account security - Guide customers and partners through compliance, resolve account issues, and support phone numbers requests - Collaborate with global Onboarding and Compliance teams to enhance customer experience and service excellence - Proactively communicate with customers to offer updates and next steps on significant issues and incidents - Champion customer success and protect communication environments, ensuring secure, compliant operations free from external threats

## What We Are Looking For - Fluency in English and Spanish - Solid technical skills: experience in common enterprise OSs - Experience providing ticket support - Experience providing live support: chat support, phone support, Zoom support, or similar - Experience with using Knowledge Database tools to search databases, create custom queries, and generate reports - A demonstrated history of customer focus and empathy, including the ability to communicate complex issues to both technical and non-technical audiences - Eagerness to learn new things, build expertise, and support others in the field - Experience handling escalations effectively and efficiently - Ability to work weekends and adapt to a dynamic, fast-paced environment

## Nice to Have - Experience with project management tools and software - Knowledge of data analysis and reporting principles - Familiarity with cloud-based services and compliance regulations - Certification in IT service management or a related field - Experience working in a remote or distributed team environment

## Benefits and Perks - Competitive salary and benefits package - Opportunities for professional growth and development - Collaborative and dynamic work environment - Flexible working hours and remote work arrangements - Access to cutting-edge technology and tools - Comprehensive health and wellness programs - Generous paid time off and holidays - Employee recognition and reward programs - Professional development and training opportunities - Chance to work with a talented and diverse team of professionals

- Tip: Highlight your experience with ticket management software and compliance protocols in your application.

• Be prepared to provide specific examples of times when you had to communicate complex technical issues to non-technical audiences.
• Show your ability to work effectively in a fast-paced environment and prioritize tasks efficiently.
• Demonstrate your knowledge of data analysis and reporting principles, and how you can apply them to improve customer experience.
• Research Twilio's products and services, and be ready to discuss how you can contribute to the company's mission and values.
• Prepare to discuss your experience with project management tools and software, and how you can apply them to this role.
• Emphasize your ability to work collaboratively with cross-functional teams and your experience with cloud-based services and compliance regulations.