Technical Support Expert 2

## About the Role The Technical Support Expert 2 role at Twilio is a key position that requires a deep understanding of technical support, problem-solving, and customer service. As a Technical Support Expert, you will be the voice of Twilio, providing top-notch support to customers and partners. You will work closely with the Twilio team to resolve complex technical issues, troubleshoot message deliverability issues, and debug customer code.

The role is part of a vibrant team with diverse experiences, making a global impact each day. Twilio's dedication to remote-first work and strong culture of connection and global inclusion means that you will be part of a dynamic team that values innovation and customer satisfaction.

The Technical Support Expert 2 will report to a manager and will be responsible for collaborating with the Twilio Product and Engineering teams to resolve customer issues and improve the overall customer experience.

## 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 tickets to report reproducible bugs and review the internal knowledge base to stay up-to-speed with industry shifts and standards - Work with your manager to surface customer problems and assist in process betterment - Develop and maintain technical documentation to help customers and internal teams - Participate in training and knowledge-sharing sessions to improve technical skills and knowledge - Analyze customer feedback and provide insights to improve the overall customer experience

## What We Are Looking For - Bachelor's degree or equivalent work experience - 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software - A firm understanding of the technology stacks common to the Web ecosystem - Functional knowledge of general-purpose programming languages - Strong problem-solving and technical troubleshooting skills - Ability to professionally and diplomatically address customer concerns and provide concise feedback - Ability to de-escalate tense/tough customer situations in a live environment - Excellent reading comprehension, listening, and writing skills

## Nice to Have - Experience with Twilio's Programmable Messaging product - Knowledge of cloud-based technologies and agile development methodologies - Certification in a related technical field

## Benefits and Perks - Competitive salary and benefits package - Opportunity to work with a dynamic and innovative company - Collaborative and supportive team environment - Professional development and growth opportunities - Flexible working hours and remote work options - Access to the latest technologies and tools - Comprehensive health and wellness program - Generous paid time off and vacation policy

- Tip: Make sure to highlight your problem-solving skills and experience with technical support in your application.

• Tip: Familiarize yourself with Twilio's Programmable Messaging product and be prepared to ask informed questions during the interview.
• Tip: Showcase your ability to work independently and as part of a team, and be prepared to provide examples of your experience with remote work.
• Tip: Emphasize your excellent communication skills, both written and verbal, and be prepared to provide examples of your experience with customer-facing roles.
• Tip: Be prepared to discuss your experience with technical troubleshooting and debug customer code, and be ready to provide examples of your problem-solving skills.
• Tip: Research Twilio's company culture and values, and be prepared to discuss how you align with them.
• Tip: Prepare to discuss your experience with cloud-based technologies and agile development methodologies, and be ready to provide examples of your experience with related tools and technologies.