See yourself at Twilio
Join the team as our next Technical Support Engineer Go to Market Support
Who we are & why were hiring
Twilio powers real-time business communications & data solutions that help companies & developers worldwide build better applications & 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, & we're looking for more builders, creators, & visionaries to help fuel our growth momentum.
About the job
Responsible for delivering unparalleled support to internal Twilio teams this position is essential to supporting our teams in the market. This role will be partnering with various product owners, product operations, technical support, customer success & sales teams at Twilio. The ideal candidate is a strong communicator, is able to process data quickly, conduct different research through internal platforms & has a sharp attention to detail.
This role reports to a Technical Support Manager. This position requires working in a shift. The current shift timings can be in different combinations between 05:00am 06:00pm PST. This position also includes rostering. Rosters will be of a 5-day work week.
As Technical Support Engineer 1 - Go to Market Support, you will:
Be an Owner & respond to internal inquiries related to Twilio systems, products & processes.
Investigate product details, pricing & usage issues & communicate findings to customers.
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 complex problems with potentially costly & far-reaching consequences.
Own customer communication & ticket handling during sales related incidents.
Write it Down: identify & create documentation that Empower Others.
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, & 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!
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.
2-3 years of relevant 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 products, new processes, new technologies, & evolving customer or business needs.
Proficiency in English, B1-B2.
Proficiency with database queries, Zendesk.
Specify education, previous job experience, certifications, technical skills & soft skills required.
Portuguese is a plus.
This role will be remote, & based in Colombia. 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.
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental & wellness leave, healthcare, a retirement savings program, & much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, & 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 & donation efforts.
So, if you're ready to unleash your full potential, do your best work, & be the best version of yourself, apply now!
If this role isn't what you're looking for, please consider other open positions.
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 firstname.lastname@example.org.