# Technical Support Engineer 3

**Company**: Twilio
**Location**: Remote - India
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/7977252?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_63106fd4-04a

## Description

Join the team as Twilio's next Technical Support Engineer 3. Twilio is growing rapidly and seeking a Technical Support Engineer 3 to join our Customer Support organisation, responsible for delivering award-winning billing support to Twilio customers.

Excellent customer service is one of the core values of our company and what our customers have come to expect and love about Twilio. Twilio operates a 24/7 support model so the ability to work weekends and holidays (as needed) is required.

In this role, you'll:

Work on messaging, Voice and email cases through chat Assist customers with troubleshooting message deliverability issues and debug customer error codes. Collaborate with your teammates and the Twilio Product and Engineering teams via Slack, Jira, Snow. File Jira's to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio.

*Required:

4+ years experience providing professional, empathetic, and timely customer and/or technical support, with Social Media experience preferred Bachelor's degree of commensurate experience and education Ability to work independently with minimal direct supervision and within a team. Positive, can-do mentality with a willingness to embrace the critical and time-sensitive nature of issues and incidents, and a demonstrated history of customer focus, including the ability to diplomatically address customer concerns, escalations, and provide feedback, often via public forums Strong business insight and executive presence; you have the ability to lead executive-level communications on critical or sensitive issues Clear and concise communication of technical issues to both technical and non-technical audiences via email, chat, phone, and social media platforms Superior investigative skills to gather detailed insight about a customers' outreach and effectively collaborate with other Product Support teams, Engineering, Legal, Brand, and others to come to a resolution Excellent time management skills and the ability to remain calm and excel at prioritizing and evaluating situations of urgency while maintaining a positive demeanor Experience utilizing customer feedback and data reporting to identify and drive improvements across Twilio teams and products, with a desire to understand customer trends and document those trends

Desired:

Preferred experience working in Zendesk, Flex, Tableau, Salesforce, and similar tooling Prior Social Media experience and familiarity with major Social Media channels such as X, Facebook, LinkedIn, and Instagram Data analysis and reporting insights experience, especially with familiarity utilizing Tableau, Sheets, and Airtable Project management experience, providing timely updates and insights on progress and blockers Weekend coverage availability, and flexibility to be a backfill during high volume times.

## Skills

### Required
- Zendesk
- Flex
- Tableau
- Salesforce
- Social Media
- Customer Support
- Technical Support
- Jira
- Slack
- Snow
- Data Analysis
- Reporting Insights
- Project Management

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/7977252?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)