Technical Support Engineer 1

Role Overview

At Twilio, we’re shaping the future of communications. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. We are seeking Technical Support Engineers to join the Onboarding compliance and Support (OCS) 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.

We are looking for someone excited in solving tough problems, enjoys helping others work through complex technical issues, and is a strong communicator to both technical and non-technical audiences via phone or email. You must be able to empathize with frustrated customers and enjoy collaborating with colleagues.

You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. Strong time management skills are essential for efficiency in a dynamic work environment while following standard processes.

Twilio operates a 24x7 support model so the ability to work weekends and holidays (as needed) may be required.

Responsibilities

• WEAR THE CUSTOMER’S SHOES: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs).
• BE INCLUSIVE: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

Requirements

• 1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. (Previous telecom experience is preferred).
• Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
• Leverages customer feedback to identify and drive improvements.
• 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.
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations.