Because you belong at Twilio
The Who, What, Where and Why
Twilio is looking for a Technical Support Engineer to join the U.S. Customer Interface team, supporting our customers’ use of our Console platform, and help 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.
You should be excited by opportunities to problem solve and demonstrate a high competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. You should have an interest in utilizing customer feedback to identify and drive improvements in our customer interfaces. You are enthusiastic about interacting and collaborating with other departments within Twilio in your search for the solutions our customers need. You should be interested in working cross functionally with Engineering, Product Management, and Sales, and sometimes with similar cross functional teams from partner organizations. You should have a desire to understand customer trends, and document and report those trends to continue to improve our support process. You are able to put yourself in the customer’s shoes and have demonstrated your dedication to the customer experience. You should also have advanced time management skills, are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency.
A regular day in the life of a Customer Interface Technical Support Engineer involves helping our customers to use our Console interface and helping them with questions related to their account configurations, billing issues, and making sure that they are able to understand and get the most out of their Twilio experience. You will use your strong diplomatic skills to address customer issues and provide feedback. You will work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences. You will leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues. We are there when our customers need us, 24/7, and this position would support our Tuesday through Saturday shift (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. Internally, you will be collaborating with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs, spending time reviewing internal knowledge bases to stay up on industry shifts and standards, and working with your manager to surface customer pain points to assist in process improvement.
While working remotely, you will still enjoy our incredible perks: free Kindle when you build your Twilio app, monthly Kindle book reimbursement, monthly gym reimbursement, unlimited PTO, bi-weekly All Hands and more. What you will also get to experience, is a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.
Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. We only succeed at Twilio when our customers succeed. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio, and your role is critical in ensuring the success here.
Twilio is truly unique; we are a company committed to your growth, your learning, your development and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in time dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us.
Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance.