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Twilio // platform for building messaging applications
 
Engineering, Full Time    Bengaluru, Karnataka, India    Posted: Wednesday, August 19, 2020
 
   
 
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Because you belong at Twilio

The Who, What, Why & Where

Twilio is growing rapidly & seeking a Technical Support Engineer to join the Customer Interfaces team, supporting our customers use of our Console platform, & help customers manage their Twilio products, services, & accounts. You will function as the voice of Twilio to our customers & partners, & operate as a subject matter expert for Twilios customer interfaces. 

Who?

Twilio is looking for a customer focused Technical Support Engineer with demonstrated track record of providing excellent customer or technical support. We seek someone with: 

  • 2+ years experience in a Customer Support role
  • Experience communicating complex technical issues to both technical & non-technical audiences via phone or email mediums
  • A high competency with communicating internally & externally 
  • Proficient problem solver & troubleshooter 
  • Leverages customer feedback to identify & drive improvements in our customer interfaces
  • Strong experience interacting & collaborating with other departments while searching for the solutions our customers need
  • Experience & interest in working cross functionally with Engineering, Product Management, & Sales, & sometimes with similar cross functional teams from partner organizations
  • Demonstrated desire to understand customer trends, & document & report those trends to continue to improve our support process
  • Proven advanced time management skills, with the ability to work well under pressure, & are proficient at developing workflows to remain efficient at tasks while still following standard processes & procedures
  • Ability to remain calm & effective at higher workloads as well as excelling at prioritization & evaluation of situational urgency

What?

As a Technical Support Engineer, you will: 

  • WEAR THE CUSTOMERS SHOES: Help our customers to use our Console interface & helping them with questions related to their account configurations, billing issues, ensuring that they are able to understand & get the most out of their Twilio experience
  • Using your strong diplomatic skills to address customer issues & provide feedback
  • RUTHLESSLY PRIORITIZE: Prioritize customer interactions to expedite urgent customer needs 
  • BE INCLUSIVE: Collaborate with your teammates & the Twilio Product & Engineering teams via Slack as well as filing JIRAs to report reproducible defects
  • WRITE IT DOWN: Spend time reviewing & contributing to our internal knowledge bases to stay up on industry shifts & standards
  • Work to surface & document customer pain points to assist in process improvement

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