Remote Technical Support Engineer 2

Summary

Join Twilio as a Technical Support Engineer 2 - Phone Numbers and support our phone number customers. You will be the voice of Twilio, assisting customers with using our Console platform and managing their products and accounts. This role requires strong technical and communication skills, experience in a telecom environment, and the ability to work effectively in a dynamic 24/7 environment. The position is remote, based in our Japan office, with a 9am-5pm JST shift. You will collaborate with colleagues, provide customer feedback to product and engineering teams, and contribute to internal knowledge bases. Twilio offers competitive pay and benefits.

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 to third parties
• Proven advanced time management skills, with the ability to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures
• Excellent written and verbal communication skills
• Excellence in task prioritization and evaluation of situational urgency

Responsibilities

• 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)
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs
• Preview and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards

Preferred Qualifications

• Experience in handling escalations, working directly with users and Customer Success teams to solve problems
• Know how to route critical issues to the appropriate internal teams, ensuring timely response
• Report bugs to the Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
• Clearly communicate with customers and other internal teams about issues impacting their service
• Execute internal processes to streamline and scale support

Benefits

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