Twilio
Technology
TechnicalSupportEngineer3
Neural analysis suggests this role is
optimal for Senior candidates.
“Technical Support Engineer 3 at Twilio. Skills: Customer support, Technical support, Customer relationships. Work on messaging cases. Work on Voice cases”
What You'll Achieve.
Drive improvements across Twilio teams; Drive improvements across Twilio products
Industry & Context.
Troubleshooting; Investigate issues; Root cause analysis
Work weekends, Work holidays, Occasional travel
What They're Looking For.
Must Have
4+ years customer/technical support, Social Media experience, Bachelor’s degree or commensurate experience, Ability to work independently, Ability to work within a team, Demonstrated history of customer focus, Ability to diplomatically address customer concerns, Ability to diplomatically address escalations, Ability to diplomatically provide feedback, Clear communication of technical issues, Concise communication of technical issues, Superior investigative skills, Excellent time management skills, Ability to remain calm, Ability to excel at prioritizing, Ability to excel at evaluating urgency, Experience utilizing customer feedback, Experience utilizing data reporting, Desire to understand customer trends, Desire to document customer trends
Nice to Have
Zendesk experience, Flex experience, Tableau experience, Salesforce experience, Prior Social Media experience, Familiarity with major Social Media channels, Data analysis experience, Reporting insights experience, Project management experience, Weekend coverage availability, Flexibility to be a backfill
What You'll Do.
Work on messaging cases
Assist customers with troubleshooting
Debug customer error codes
File Jira’s to report bugs
Review internal knowledge base
Stay up to speed with industry shifts
Stay up to speed with industry standards
How You'll Work.
Team & Collaboration
Collaborate with teammates; Collaborate with Product teams; Collaborate with Engineering teams; Collaborate with other Product Support teams; Collaborate with Engineering; Collaborate with Legal; Collaborate with Brand
Communication Scope
Executive-level communications; Communicate technical issues; Email communication; Chat communication; Phone communication; Social media communication
Process & Methodology
Project management
Full Job Description
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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Technical Support Engineer 3 About the job Twilio is growing rapidly and seeking a Technical Support Engineer 3 to join our Customer Support organization, responsible for delivering 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. Responsibilities In this role, you’ll: Work on messaging, Voice and email cases through chat Assist customers with troubleshooting message deliverability issues and debug customer error codes. Collaborate with your teammates and the Twilio Product and Engineering teams via Slack, Jira, Snow . File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards. 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 fr
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