Twilio is growing rapidly and seeking a Technical Support Engineer to join the Customer Interface team, supporting our customers’ use of our Console platform, and helping customers manage their Twilio products, services, and accounts. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s customer interfaces.
Who?
Twilio is looking for a customer-focused Support Engineer with a demonstrated track record of providing excellent customer or technical support. We seek someone with:
- 1+ years experience communicating sophisticated technical issues to both technical and non-technical audiences via phone or email mediums
- Demonstrated ability to learn quickly
- A high competency with communicating internally and externally
- An excitement for opportunities to problem solve and troubleshoot
- Experience utilizing customer feedback to identify and drive improvements in our customer interfaces
- Enthusiasm about interacting and collaborating with other departments within Twilio while searching for the solutions our customers need
- Experience and interest in working cross-functionally with Engineering, Product Management, and Sales, and sometimes with similar cross-functional teams from partner organizations
- Demonstrated desire to understand customer trends, and document and report those trends to continue to improve our support process
- Who is able to put yourself in the customer’s shoes and have demonstrated your dedication to the customer experience
- Proven advanced time management skills, with 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
- Ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
What?
As a Customer Interfaces Technical Support Engineer, you will:
- Wear the Customer’s Shoes: Using your strong diplomatic skills, address customer issues and provide feedback via phone, email, and chat. Help our customers to use our Console interface and help them with questions related to their account configurations, billing issues, ensuring that they are able to understand and get the most out of their Twilio experience.
- Ruthlessly Prioritize customer interactions to expedite urgent customer needs using our internal tools and ticketing system.
- Be Inclusive: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible defects.
- Don’t Settle: Spend time reviewing internal knowledge bases to stay up on industry shifts and standards.
- Be An Owner: Work to surface and document customer pain points to assist in process improvement.
We are there when our customers need us, 24/7, and this position may require working an irregular shift, including the weekend (shifts are subject to change based on evolving team and customer needs). This position will also require supporting our customers on holidays to ensure that our customer’s needs are met.