Technical Support Engineer 2

Summary

Join Twilio as a Technical Support Expert 2 and provide excellent technical support to users of the Email platform. This role involves handling customer inquiries via various channels, assessing and resolving support issues, logging interactions, and mentoring team members. You will also contribute to the knowledge base and ensure that support SLAs and CSAT goals are met. The position requires 3+ years of experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies. The ideal candidate is customer-focused, technically savvy, and possesses strong problem-solving and communication skills. This remote position is based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).

Requirements

• 3+ years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies
• A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback
• Experience communicating complex technical issues to both technical and non-technical audiences via phone or email
• Strong, creative problem solving skills
• Quick learner, willing to take initiative, and has great follow through
• A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
• A high-energy, optimistic outlook and positive attitude
• An empathetic approach to troubleshooting and customer service
• A demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
• Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in
• Self Motivation - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others
• Focus - Achieve what they set out to do before launching new initiatives. Complete company-linked goals and tasks, not simply to be busy and active
• Experience with the following
• Willing to work from 6.30 AM to 3.30 PM IST Hrs shift

Responsibilities

• Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat
• Assess the nature of product or service issues and resolve a variety of complex support problems
• Log customer interactions and tag/categorize issues accordingly
• Resolve a monthly volume of tickets consistent
• Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary
• Identify ways to improve existing processes and procedures
• Mentor newer members of the Customer Support team with customer issues
• Contribute content to knowledge base to support team and customer enablement
• Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed
• Other duties as required
• Incident report and Oncall

Preferred Qualifications

• Reading/Debugging HTML (a plus)
• SQL (a plus)
• Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing)
• Postman or other APIs client

Benefits

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