Technical Support Expert 2

Summary

Join Twilio as a Technical Support Expert (P2) for Email and enhance customer satisfaction by resolving complex requests and anticipating customer needs. This role involves mentoring junior team members, contributing to knowledge base documentation, and participating in on-call rotations. You will provide product support via various channels, assess issue urgency, log interactions, and maintain productivity metrics. The position requires strong problem-solving skills, empathy, and the ability to communicate technical information effectively. Twilio offers a remote-first work environment with opportunities for professional development and various benefits.

Requirements

• 2+ 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 Ticket/Email, chat or phone
• Strong, creative problem-solving skills
• Quick learner, willing to take initiative and asks great probing questions
• Proven exceptional skills and capability to maintain composure and effectiveness at prioritizing and evaluating situational urgencies
• Proven ability to create positive impacts and are driven by the excitement of innovation and collaboration
• 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 - Overachieve within your current role before launching new initiatives. Aiming to complete company-linked goals and tasks
• Experience with the following
• Supporting REST API’s

Responsibilities

• Provide product support for a wide range of customer inquiries received via tickets/email, chats and telephone
• Assess the nature and urgency of product and service issues to resolve a variety of complex support problems
• Log customer interactions and tag/categorize issues accordingly within Zendesk
• Resolve a monthly volume of tickets consistently to maintain productivity
• Be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary
• Identify ways to improve existing processes and procedures
• Train and Mentor newer members of the Customer Support team
• Contribute content to the knowledge base to support team and customer enablement
• Ensure Support Customer Satisfaction (CSAT), Time to Solve (TTS), schedule adherence and Service Level Agreements (SLAs) goals are consistently met, and ticket queues are well managed
• Participate on incidents reports and On-call duties

Preferred Qualifications

• Splunk/SnowFlake
• JIRA/Confluence Experience
• Reading/Debugging HTML
• SQL
• Experience in Zuora
• Postman or other APIs client
• Experience using PagerDuty

Benefits

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