Employer: Twilio
See yourself at Twilio
- Join the team as our next Supportability Engineer for Twilio.org, our social impact division where you will help support Twilio customers who are making a difference in the world.
Who we are & why we’re hiring
- Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
- Although we’re headquartered in San Francisco, we’re on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business.
- We employ thousands of Twilions worldwide, and we’re looking for more builders, creators, and innovators to help fuel our growth momentum.
About the job
- Twilio is seeking an exceptional Supportability Engineer to join Twilio.org, our social impact division.
- This role will be the primary support specialist helping our thousands of nonprofit and social impact customers to ensure that they are successful using Twilio and bringing about change in the world and that they are able to scale their operations to improve their impact.
- You will provide a bridge between our global Customer Support teams and the Twilio.org team.
- You will provide enablement to the Support teams to help scale what we do and represent the voice of our social impact customers in continuous improvement efforts.
- In this role, you will not only wear our customer’s shoes, you will also work to ensure that they have the most comfortable and appropriate shoes for their use case.
Responsibilities
In this role, you’ll:
- WEAR THE CUSTOMER’S SHOES:
- Understand the unique requirements of nonprofits, NGOs, and social impact organizations and advocate for their needs.
- Share customer feedback and share struggles with the Product Engineering Team through regular meetings and reports, using data to show why we need their help and assisting them in prioritization
- BE AN OWNER:
- Be the primary owner of the Impact Access Program application process, ensuring qualified social impact customers get discounts and product credits to stretch their impact further.
- Identify patterns in escalations and provide guidance to the engineering teams regarding impact and identify workarounds.
- DON’T SETTLE: Work within the Supportability Engineering Team to foster best-known methods and best practices to help elevate the team and standardize excellence.
- WRITE IT DOWN: Provide regular summaries of major live issues, incidents, escalated cases, and process requests. Keep customers updated and provide guidance on next steps.
- DRAW THE OWL & RUTHLESSLY PRIORITIZE: Work with our Product Engineering Team to provide Design for Supportability guidance to ensure that our products have the right level of self-service tools for our customers and the right diagnostic tooling for our Support Team.
- BE INCLUSIVE & NO SHENANIGANS: Interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
- 5+ years of experience working in a direct customer support capacity, either in a Tier 1 or higher level; Providing internal support as Tier 2 or above is also acceptable experience.
- Experience working within the telecom industry (Including APIs and VOIP) in either a development or support capacity.
- You have experience with using industry tools to search databases, create custom queries, and generate reports – Splunk, DataDog, SQL-tools.
- You have a demonstrated history of customer focus and empathy, including the data needed to make informed decisions that enable you to influence both technical and non-technical audiences.
- You are an expert at leading escalations effectively.
- You have a highly developed aim to learn, to be at the forefront of domain expertise, and to use that position to help others to grow their own knowledge.
- With experience as a project manager, you can manage your time and priorities, have the ability to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.
- Demonstrated ability to identify process/product improvements.
Location
This role will be remote and based in the Americas.
