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Twilio // platform for building messaging applications
 
Engineering, Internship    Bengaluru, India    Posted: Monday, September 19, 2022
 
   
 
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JOB DETAILS
 

Because you belong at Twilio.

The Who, What, Why & Where

Twilio is growing rapidly & seeking a Technical Support Engineer to join the Customer Support team. Responsible for delivering unparalleled field support to internal Twilio teams - this position is essential to supporting our teams in the field. This role will be partnering with various product, technical support, customer success & sales teams at Twilio. The ideal candidate is a strong communicator, is able to process data quickly, & has a sharp attention to detail. 

This role reports to a Manager, Technical Support & will be based in our new Bengaluru office. This position requires working in a shift. The current shift timings for shift based roles supporting our APAC customers is 0630-1530 IST. This position also includes rostering. Rosters will be of a 5 day work week, & could include one or both weekend days. (Tue-Sat, Fri-Tue etc).

Who?

Twilio is looking for a professional who lives the Twilio Magic. You are passionate about delivering timely & accurate answers to Twilio teams that combine your strong customer service skills with your excellent technical aptitude. You empower others by providing answers & solutions for customer facing teams, including Sales, Customer Success & other internal Twilio teams. You enjoy explaining sophisticated concepts in clear, easily understood ways that builds confidence. You will demonstrate strong technical competency, empathy, & professionalism in your interactions with coworkers via email, phone & chat. You will function as the intake & triage for internal inquiries & provide guidance & direction to fellow Twilio team members. You will document interactions, track & identify trends to help improve product documentation, develop training, & availability & accessibility of knowledge content. You will develop a strong understanding of the technical components of the Twilio product suite & how those technologies are used by our customers. They also have:

  • 2-3 years of relevant experience
  • Experience with delivering customer support with phone/email/live chat
  • Strong interpersonal communication, research, problem solving & documentation skills 
  • Strong technical knowledge & experience delivering technical support preferred
  • Experience with SFDC, Knowledge Base content, or ticketing systems a plus
  • Experience working optimally in fast paced environments with a proven track record of delivering results
  • Willingness to explore variety in daily work & an ability to make an impact in a short span of time.
  • Demonstrated attention to detail, with the ability to quickly ramp up on new processes, new technologies, & evolving business needs

What?

As Technical Support Engineer, Field Support, you will:

  • Be an Owner & respond to internal inquiries related to Twilio systems, products & processes 
  • Ruthlessly Prioritize to triage & re-direct inquiries to specialty teams for additional support & answers
  • Understand the technical application of the Twilio suite of products & services
  • Draw the Owl to collect, document & collate feedback for continuous improvement & training
  • Partner with Customer Success, Sales, Engineering & Product teams to resolve sophisticated problems with potentially costly & far-reaching consequences
  • Write it Down: identify & create documentation that Empower Others 

Why?

Twilios platform empowers the worlds developers with tools for building cutting-edge communications applications. We only succeed at Twilio when our customers succeed. An outstanding customer experience with our products as well as our service is an integral part of why customers choose Twilio, & your role is critical in ensuring the success here.

Twilio is a company that is empowering the worlds developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, & your entire employee experience. We only win when our employees succeed, & we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, & innovation, & we want you & your ideas to thrive at Twilio.

Where?

This position can be based out of our RMZ World office along Outer Ring Road in Bangalore.  What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work & home life, that understands that this is a marathon, not a sprint; that continuously & purposefully builds an inclusive culture where everyone is able to do & be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl & not be beholden to one playbook.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video & email by virtualizing the worlds communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the worlds most demanding applications. By making communications a part of every software developers toolkit, Twilio is enabling innovators across every industry from emerging leaders to the worlds largest organizations to reinvent how companies engage with their customers.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state & local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities & disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.

 
 
 
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