See yourself at Twilio

Join the team as our next Technical Support Expert - Phone Numbers

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco we're on a journey to becoming a globally antiracist company that supports diversity equity & inclusion wherever we do business. We employ thousands of Twilions worldwide and we're looking for more builders creators and visionaries to help fuel our growth momentum.

About the job

This position is needed to join the Phone Numbers team in order to support our customers’ use of our Console platform and help customers manage their Twilio products services and accounts. You will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s Phone Numbers.

Responsibilities

In this role you’ll:

• WEAR THE CUSTOMER’S SHOES: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.

• Be ready to assist our customers when they need us. This position may require working an irregular shift including the weekend (Shifts are subject to change based on evolving team and customer needs).

• BE INCLUSIVE: Work with our customers' and partners' developers architects and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.

• BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.

• WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate we encourage applicants with alternative experiences to also 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 experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums

• High competency with communicating internally and externally and excellent reading comprehension listening speaking and writing skills in English

• An excitement for opportunities to problem-solve and troubleshoot

• Experience utilizing customer feedback to identify and drive improvements in our Phone Numbers

• Demonstrated desire to understand customer trends report those trends to continue to improve our support process and be able to put yourself in the customer's shoes.

• Proven advanced time management skills ability to remain calm during higher workloads work well under pressure and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures

Desired:

• Experience and interest in working cross-functionally with Engineering Product Management and Sales and sometimes with similar cross-functional teams from partner organizations

Location

This role will be

What We Offer

There are many benefits to working at Twilio including in addition to competitive pay things like 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 .