Twilio - Personalized Support Engineer 2
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Requirements
• Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! • Fluent in English language (both oral and written) to communicate technical issues to both technical and non-technical audiences via phone or email mediums. • 2+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions. • Proficient problem solver and troubleshooter with good time management skills. • Thrives in a fast-paced environment while consistently delivering accurate, high-quality work with strong attention to detail. • Ability to empathize with customers and show a strong commitment to enhancing their experience. • Strong at interacting and collaborating with other departments while searching for the solutions our customers need. • Ability to remain calm and effective under pressure, managing high workloads while excelling at prioritizing tasks and assessing situational urgency. • Demonstrate desire to understand customer trends, and document and report those trends to continue to improve our support process. • Collaborate effectively across functions with Engineering, Product Management, and Sales, and sometimes with similar cross functional teams from partner organizations. • Leverages customer feedback to identify and drive improvements in our products and customer interfaces. • Desired: • Previous exposure or knowledge of Twilio products. • Experience working with top tier customers. • Experience working with JIRA, Confluence, Airtable and other project tools. • Prior telecom or messaging platform experience. • Location • This role will be Remote, and based in India (either Karnataka, Maharashtra, Telangana, Tamil Nadu or New Delhi) • Travel • We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
Responsibilities
• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. • Work with our customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences. • Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs. • Be ready to assist our customers when they need us. • Work an irregular shift, including the weekend/holidays (Shifts are subject to change based on evolving team and customer needs)
Benefits
• Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. • Twilio thinks big. Do you? • We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. • So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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