See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 3

About the job

Twilio is growing rapidly and seeking a Technical Support Engineer 3 to join our Customer Support organization, responsible for delivering award winning billing support to Twilio customers. Excellent customer service is one of the core values of our company and what our customers have come to expect and love about Twilio. Twilio operates a 24/7 support model so the ability to work weekends and holidays (as needed) is required.

Responsibilities

In this role, you’ll:

• Work on messaging, Voice and email cases through chat
• Assist customers with troubleshooting message deliverability issues and debug customer error codes.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack, Jira, Snow .
• File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.

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!

*Required:

• 4+ years experience providing professional, empathetic, and timely customer and/or technical support, with Social Media experience preferred
• Bachelor’s degree of commensurate experience and education
• Ability to work independently with minimal direct supervision and within a team.
• Positive, can-do mentality with a willingness to embrace the critical and time-sensitive nature of issues and incidents, and a demonstrated history of customer focus, including the ability to diplomatically address customer concerns, escalations, and provide feedback, often via public forums
• Strong business insight and executive presence; you have the ability to lead executive-level communications on critical or sensitive issues
• Clear and concise communication of technical issues to both technical and non-technical audiences via email, chat, phone, and social media platforms
• Superior investigative skills to gather detailed insight about a customers’ outreach and effectively collaborate with other Product Support teams, Engineering, Legal, Brand, and others to come to a resolution
• Excellent time management skills and the ability to remain calm and excel at prioritizing and evaluating situations of urgency while maintaining a positive demeanor
• Experience utilizing customer feedback and data reporting to identify and drive improvements across Twilio teams and products, with a desire to understand customer trends and document those trends

Desired:

• Preferred experience working in Zendesk, Flex, Tableau, Salesforce, and similar tooling
• Prior Social Media experience and familiarity with major Social Media channels such as X, Facebook, LinkedIn, and Instagram
• Data analysis and reporting insights experience, especially with familiarity utilizing Tableau, Sheets, and Airtable
• Project management experience, providing timely updates and insights on progress and blockers
• Weekend coverage availability, and flexibility to be a backfill during high volume times.

Location

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

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

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.