Technical Support Expert 2

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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See yourself at Twilio

Join the team as Twilio’s next Technical Support Expert 2

About the job

This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company, and excellent Support is what our customers have come to expect and love about Twilio. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading!

Responsibilities

In this role, you’ll:

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

Incident report and Oncall

Qualifications

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!

*Required:

3-4 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,