Twilio is hiring a
Technical Support Engineer

Summary

Join the team as our next Technical Support Expert - Phone Numbers to support customers' use of our Console platform and help manage their Twilio products, services, and accounts.

Requirements

• 2+ years experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
• High competency with communicating internally and externally, and excellent reading comprehension, listening, speaking, and writing skills in English
• An excitement for opportunities to problem-solve and troubleshoot
• Experience utilizing customer feedback to identify and drive improvements in our Phone Numbers
• Demonstrated desire to understand customer trends, report those trends to continue to improve our support process, and be able to put yourself in the customer's shoes
• Proven advanced time management skills, ability to remain calm during higher workloads, work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures

Responsibilities

• WEAR THE CUSTOMER’S SHOES: 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)
• BE INCLUSIVE: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences
• BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs
• WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards

Benefits

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