Customer Success Engineer

Summary

Join Twilio as a Customer Success Engineer (P2) for Segment and help shape the future of communications. This role involves providing technical support to customers, utilizing various platforms and languages, and solving unique problems daily. You will collaborate with customers, improve documentation, and build scalable resources. The position requires strong technical skills, experience in customer support, and the ability to communicate effectively. This remote role, based in India, offers competitive pay and benefits, including generous time off and parental leave.

Requirements

• 2+ years of technical customer support experience; bonus points if it was enterprise software in a related industry
• Ability to effectively communicate technical concepts and identify patterns in customer experience, both written and verbal
• Proven client-side Javascript skills and experience working with APIs and server-side languages
• A basic understanding of SQL, query-writing skills is a big asset
• Strong commitment to learning the ins and outs of a complicated technical product
• Ability to take part in an on-call rotation, requiring some availability outside of standard business hours

Responsibilities

• Help customers utilize Segment’s API across many platforms (web, mobile, server)
• Increase the value generated from the many destinations Segment supports
• Maintain customer promises by keeping tickets updated
• Use feedback to improve customer experience and debugging strategies
• Improve team efficiency by creating internal content and improving public documentation
• Take our support tooling and analysis to the next level by building simulators and visualizations
• Work closely with the product team and partners to improve customer satisfaction
• Become a guide on the codebase and functionality of the Segment platform, libraries, and integrations. And help improve it!
• Participate in an on-call rotation to support our Enterprise level customers with paid support plans (3-4 weekends per year)

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program