Technical Support Engineer 2

See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 2!

About the job

This position is needed to own the delivery of award winning billing support to Twilio customers. Excellent customer service is one of the core values of our company and what our customers have come to expect and love about Twilio. Twilio operates a 24/7 support model so the ability to work weekends and holidays (as needed) is required. The successful candidate will be a member of our TCX (Transforming Customer Experience) team.  This team is instrumental in providing impeccable broad spectrum support meeting the customers needs at the earliest opportunity. This team is responsible for designing and delivering Operational Excellence principles and practices across the Support ecosystem and is a key partner with multiple teams across Twilio ensuring thoughtful and thorough customer support considerations at all times.

You will have experience supporting technical customer queries. You enjoy explaining complex concepts in clear easily understood ways that build customer confidence. You will demonstrate technical competency empathy and professionalism in your interactions with customers via email phone chat and video conferencing. As a Technical Support Engineer you will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for supporting our customers' questions. You will contribute to the Voice of the Customer and document interactions root causes and issue resolution to help drive product enhancements that improve product supportability quality and ease of use.

Responsibilities

In this role you’ll:

• Provide product support for a wide range of customer inquiries received via telephone email social media and chat.

• Identify ways to improve existing processes and procedures.

• Be the point of escalation for complex issues within support and escalate to Product and Engineering teams as necessary.

• Coach guide assist newer members of the Customer Support team with customer issues.

• Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed.

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+ years experience in a client facing customer / technical support role delivering support for subscription and usage based billing solutions.

• 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 and / or email.

• A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency.

• Experience working with Salesforce Quickbooks Zuora or other financial management software tools.

• Be willing to answer for the outcomes resulting from their own choices behaviors and actions - Take ownership of situations that they're involved in.

• Motivated to do or achieve something because of one's own enthusiasm or interest without needing pressure from others. Achieve what they set out to do before launching new initiatives.

Desired:

• Experience delivering support for subscription and usage based billing solutions.

• Experience working with Salesforce Quickbooks Zuora or other financial management software tools.

Location

This role will be remote and based in India.

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.