Technical Support Engineer 2
Twilio · Posted Nov 5
Cloud-based customer engagement platform providing APIs for messaging, voice, email, and customer data orchestration
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About the role
Twilio is a remote-first communications platform company that provides APIs empowering developers and businesses to build personalized customer experiences. This role sits with the support team for Twilio's Programmable Messaging product, acting as the voice of Twilio to customers and partners and as a subject matter expert for the Programmable Messaging API. The Technical Support Engineer 2 troubleshoots complex customer requests, message deliverability issues and escalations with carrier partners, files bugs, and contributes to documentation.
What you will do
- Work on support cases submitted by Wholesale providers.
- Resolve complex customer requests
- Assist customers with troubleshooting message deliverability issues and manage escalations with our Carrier partners.
- Contribute to existing documentation including to correct errors, the elaboration of details, updates to current standards.
- Speak with a customer on the phone in order to troubleshoot support issues or address questions.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack.
- File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
- Work with your manager to surface customer problems to assist in process betterment.
Skills used in this role
What the employer is looking for
- Bachelor’s degree or equivalent work experience
- 3+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
- Position requires flexibility in work schedule weekend, swing, and night shifts
- Positive attitude and ability to communicate with a wide array of stakeholders
- A firm understanding of the technology stacks common to the Web and telco 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.
Preferred qualifications
- Previous exposure or knowledge of Twilio products.
- Coding experience in any language. (reading and debugging)
- Previous experience with JIRA or a similar ticketing system.
Benefits and support
- competitive pay
- generous time off
- parental and wellness leave
- healthcare
- retirement savings program
About Twilio
Twilio is a cloud communications platform-as-a-service company that allows software developers to programmatically make and receive phone calls, send and receive text messages, and perform other communication functions using its web service APIs. The company also offers customer engagement software and a customer data platform, Twilio Segment, to help businesses personalize interactions at scale. Today, it operates as a key infrastructure provider powering digital communications for brands worldwide.
- Industry
- Cloud Communications
- Company size
- 5000-10000 employees
- Founded
- 2008
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $240M raised
- 2021-07-31Post IPO Debt
- 2018-05-01Post IPO Equity
- 2015-07-31Series E
Leadership
Chief Executive Officer
Chief Financial Officer
Chief Administrative Officer
President, Twilio Segment / Chief Revenue Officer
Chief Marketing Officer
Recent coverage
Investing.com
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TradingView
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