Technical Support Engineer 3

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.

As a Technical Support Engineer 3, you will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio's APIs and SDKs. You will be responsible for understanding and resolving complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel, identify adoption and upsell opportunities for customers and make the appropriate connections.

In this role, you'll:

• Understands and resolves complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel.
• Identify adoption and upsell opportunities for customers and make the appropriate connections.
• Develops knowledge on multiple specialty areas.
• Communicate complex concepts to customers.
• Anticipates customer questions and proactively responds with suggestions
• Identifies and responds to customer escalations.
• Effectively work multiple support channels (chat, phone, social, etc).
• Work on one concurrency chat.
• Prioritize the queue based on status, priority, entitlement.
• Follow guidance prioritizing caseload to achieve SLA compliance targets.
• Meet SLA requirements per channel/role
• Follow established guidelines on tagging, categorizing, merging tickets.
• Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets.
• Escalate to senior technical resources to drive ticket resolution
• Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers
• Mentor or provide training to other team members in case management best practices.
• Thoroughly document every customer interaction (email, phone, chat, side-channel communications).
• Thoroughly document every internal interaction (research, cross-team engagement).
• Captures technical details (logs, splunk queries, JIRA details, etc), and provides internal commentary, troubleshooting steps throughout the case.
• Follows established guidelines on tagging, categorizing, merging tickets.
• Contributes to Knowledge articles.
• Manage incidents effectively during on-call shifts.
• While on-call triage SDM Escalations
• Active participant in process improvement initiatives