Technical Support Engineer 2

Summary

Join the Twilio Segment team as a Technical Support Engineer (P2) and help customers utilize Segment’s API across various platforms. You will increase the value generated from Segment’s destinations, maintain customer promises by keeping tickets updated, and use feedback to improve customer experience. This role involves improving team efficiency by creating internal content and enhancing public documentation, working closely with the product team, and becoming a guide on the Segment platform. You will also participate in an on-call rotation to support enterprise customers. The position requires 2+ years of technical customer support experience, proven client-side Javascript skills, and a basic understanding of SQL. The role is remote and based in Colombia.

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 within SLA
• Use feedback to improve customer experience and debugging strategies
• Improve team efficiency by creating internal content and improving public documentation
• 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