Customer Success Engineer P2

Summary

Join Twilio as a Customer Success Engineer (P2) for Segment and help customers utilize Segment's API across various platforms. You will increase the value generated from Segment's destinations, maintain customer promises, and use feedback to improve customer experience. This role involves improving team efficiency, building support tools, collaborating with the product team, and participating in on-call rotation. The position requires 2+ years of technical customer support experience, strong communication skills, proven Javascript skills, API experience, basic SQL understanding, and a commitment to learning. The role is remote and based in India.

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

Benefits

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