Description
At Twilio, 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 1, you will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert. You will use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
Responsibilities:
- Address customer issues and provide customer feedback to Twilio's Product and Engineering teams
- Assist customers when they need help, potentially working irregular shifts, including weekends
- Collaborate with customers' and partners' developers, architects, and support personnel to resolve complex problems
- Work with your teammates and the Twilio Product and Engineering teams via Slack and file JIRAs to report reproducible bugs
- Review and contribute to internal knowledge bases and external technical resources
Qualifications:
- 1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email
- Ability to address customer concerns and provide feedback in a friendly, diplomatic, and empathetic way
- Experience and interest in working cross-functionally with Engineering, Product Management, and Sales
- Demonstrated desire to understand customer trends and document and report those trends
- Experience with troubleshooting and resolving QoS issues, including escalations to third parties
- Proven advanced time management skills, with the ability to work well under pressure
- Excellent written and verbal communication skills
Location: Remote - India (Delhi, Karnataka, Maharashtra, Tamil Nadu, and Telangana)
Travel: Occasional travel may be required to participate in project or team in-person meetings