Technical Support Expert 2

About the Role

The Technical Support Expert 2 will be an integral part of the Support team, working closely with colleagues to provide seamless support to customers. With a dedication to innovation and a passion for delivering exceptional customer experiences, Twilio is the perfect place for technical support experts who are looking to take their careers to the next level.

What You Will Do

• Provide product support for a wide range of customer inquiries received via telephone, email, social media, and chat
• Assess the nature of product or service issues and resolve complex support problems
• Log customer interactions and tag/categorize issues accordingly
• Resolve a monthly volume of tickets consistent with team goals
• Be the point of escalation for middle complex issues within support and escalate to Product and Engineering teams as necessary
• Identify ways to improve existing processes and procedures
• Mentor newer members of the Customer Support team with customer issues
• Contribute content to the knowledge base to support team and customer enablement
• Ensure Support SLAs and CSAT goals are consistently met, and ticket queues are well managed
• Participate in incident reports and On Call rotations

What We Are Looking For

• 3-4 years of experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS, or related technologies
• A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback
• Experience communicating complex technical issues to both technical and non-technical audiences via phone or email
• Strong, creative problem-solving skills
• Quick learner, willing to take initiative, and has great follow-through
• A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
• Strong analytical and troubleshooting skills
• Excellent written and verbal communication skills
• Ability to work in a fast-paced environment and adapt to changing priorities

Nice to Have

• Experience with Excel and other productivity software
• Knowledge of AI and machine learning technologies
• Certification in customer support or a related field
• Experience working in a remote-first environment
• Familiarity with Twilio products and services

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 arrangement
• Access to the latest technologies and tools
• Comprehensive health and wellness programs
• Generous paid time off and holiday policy

• Make sure to highlight your technical skills and experience in your application, particularly in areas such as Email, Communications, and SaaS technologies.
• Practice your problem-solving skills and be prepared to provide examples of how you have resolved complex technical issues in the past.
• Showcase your excellent communication skills by providing clear and concise examples of how you have effectively communicated technical information to non-technical audiences.
• Be prepared to talk about your experience working in a fast-paced environment and how you prioritize tasks and manage your time effectively.
• Consider creating a portfolio that showcases your technical skills and experience, such as writing samples or certifications.
• Don't be afraid to ask questions during the interview process, such as what a typical day looks like in the role or what opportunities there are for professional development and growth.