Technical Support Engineer 2

See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer ( L2 ) for Twilio Segment .

About the job

This position is for someone who is technical and experienced in web development but also wants to stay close to customers at a fast-moving startup. We’re looking for a passionate engineer with customer-facing experience who loves helping people solving problems and wants to be a major factor in the success of our customers.

Daily you’re likely to interact with multiple languages web frameworks APIs data warehouses SQL queries and more. One customer might be combining web data with iOS data while another sends point of sale purchases through a Go backend to multiple analytics tools and a data warehouse. Every problem is unique and on a normal day you might interact with dozens of languages analytics and marketing tools and third-party APIs.

The main responsibility of a Technical Support Engineer is to provide answers share standard methodologies and solve technical issues that Segment customers are facing. Most customer interactions happen within Zendesk with phone calls in-person meetings and Slack chats sprinkled in. Technical Support Engineers also spend time improving documentation building scalable resources and finding ways to more effectively and when possible proactively resolve customer questions.

You’d be joining a team of hard-working individuals that care deeply about Segment’s customers partners each other and the broader community. We judge ourselves on how well we serve each of those customers. So if you enjoy working with smart people and helping to build a company that cares about quality you’ve found the right place.

Responsibilities

In this role you’ll:

• Help customers utilize Segment’s API across many platforms (web mobile server)

• Increase the value generated from the many destinations Segment supports.

• Maintain customer promises by keeping tickets updated.

• Use feedback to improve customer experience and debugging strategies.

• Improve team efficiency by creating internal content and improving public documentation.

• Take our support tooling and analysis to the next level by building simulators and visualizations.

• Work closely with the product team and partners to improve customer satisfaction.

• Become a guide on the codebase and functionality of the Segment platform libraries and integrations. And help improve it!

• Participate in an on-call rotation to support our Enterprise level customers with paid support plans.

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:

• 2+ years of technical customer support experience; bonus points if it was enterprise software in a related industry.

• Ability to effectively communicate technical concepts and identify patterns in customer experience both written and verbal.

• Proven client-side Javascript skills and experience working with APIs and server-side languages.

• A basic understanding of SQL query-writing skills is a big asset.

• Strong commitment to learning the ins and outs of a complicated technical product.

• Ability to take part in an on-call rotation requiring some availability outside of standard business hours.

Desired:

• Experience in Zendesk & some experience in SQL.

• Someone who can read & understand code.

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.

What We Offer

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.