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Technical Support Engineer 3
Posted on 5/26/2022
INACTIVE
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Node.js
JavaScript
JIRA
C/C++/C#
Java
Management
PHP
REST APIs
Ruby
Sales
Python
Zendesk
Requirements
  • Bachelor's degree in Computer Science or a related technical field, or equivalent practical experience
  • 4+ years in a client-facing technical support role, supporting Communications, SaaS or related technologies
  • Strong problem-solving and technical troubleshooting skills
  • Familiarity with REST API ecosystem and ability to read code in at least one server-side language (C#, Java, Python, Node.js, Ruby, or PHP)
  • Excellent written and verbal communication skills, with experience communicating complex technical issues to both technical and non-technical audiences via email
  • Ability to de-escalate sensitive customer situations in a live environment
Responsibilities
  • Assist customers (from individual developers to major brands) via phone, email, and chat by troubleshooting message deliverability issues, answering product inquiries, and debugging customer code
  • Achieve key performance metrics by developing workflows that allow efficient management of your ticket queue while adhering to standard procedures
  • Collaborate with teammates and other Twilio teams as a stakeholder in cross-team projects
  • Surface pain points and recommend paths to resolution
  • Identify opportunities for upskilling peers and provide training
  • Create documentation to ensure Twilio teams and customers stay up to speed with product updates
Desired Qualifications
  • Previous exposure or knowledge of Twilio products
  • Previous experience with JIRA, Zendesk, or similar ticketing systems
Twilio

5,001-10,000 employees

Customer engagement platform & developer of communications APIs
Company Overview
Twilio's mission is to fuel the future of communications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry to reinvent how companies engage with their customers.
Benefits
  • Vacation: Twilio offers generous annual time off in all countries for you to enjoy.
  • Healthcare: We are dedicated to helping our employees live longer and healthier lives through comprehensive health programs.
  • Retirement: Twilio cares about your retirement! We offer programs to help our employees plan for their retirement needs.
  • Family leave: At Twilio we recognize the importance of family. We offer generous maternity, paternity, and adoption leaves, as well as family medical care leave.
  • Earn your stripes: Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e‑books for continued learning and education.
  • Catered meals: We provide a variety of snacks, drinks, and catered meals in each of our locations.
Company Values
  • Build a more‑connected world
  • Be great, do good, scale fast
  • The work of our lives