Technical Support Engineer 2

See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 2.

About the job

As a Technical Support Engineer 2 you will be a member of our TCX (Transforming Customer Experience) team.  This team is instrumental in providing impeccable, broad spectrum support, meeting the customers needs at the earliest opportunity. This team is responsible for designing and delivering Operational Excellence principles and practices across the Support ecosystem and is a key partner with multiple teams across Twilio, ensuring thoughtful and thorough customer support considerations at all times. 

Responsibilities

In this role, you’ll:

• Have experience supporting technical customer queries.
• Explaining complex concepts in clear, easily understood ways that build customer confidence.
• Demonstrate technical competency, empathy, and professionalism in your interactions with customers via email, phone, chat and video conferencing. 
• Contribute to the Voice of the Customer and document interactions, root causes and issue resolution to help drive product enhancements that improve product supportability, quality and ease of use. 
• WEAR THE CUSTOMER'S SHOES: Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat.
• DRAW THE OWL: Identify ways to improve existing processes and procedures. 
• BE AN OWNER & BE BOLD:  Be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary.
• EMPOWER OTHERS: Coach, guide, assist newer members of the Customer Support team with customer issues.
• NO SHENANIGANS: Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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!

• 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.

*Required

• 3+ years experience in a client facing customer / technical support role, delivering support for subscription and usage based billing solutions
• 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 and / or email
• A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
• Experience working with Salesforce, Quickbooks, Zuora or other financial management software tools
• Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in
• Self Motivation and Focus - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others. Achieve what they set out to do before launching new initiatives.

Desired

• Previous exposure or knowledge of Twilio products.
• Previous experience with Zendesk or a similar ticketing system.

Location

 This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.