Customer Success Engineer

Summary

Join the Twilio Segment team as a Customer Success Engineer (P2) - Technical Support Engineer 2. This remote-first role based in Colombia involves providing technical support to customers using Segment's API and various platforms. You will solve technical issues, improve documentation, and collaborate with the product team. The ideal candidate possesses 2+ years of technical customer support experience, strong client-side Javascript skills, and a basic understanding of SQL. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program. This position is perfect for someone passionate about helping people, solving problems, and working in a fast-paced startup environment.

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, approximately 4-5 weekends per year

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

Benefits

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