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 Staff, Technical Support Engineer, 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 dedicated to resolving highly complex customer requests, managing critical escalations, and driving technical process improvements.
Responsibilities:
- Address and deconstruct highly sophisticated customer inquiries across various live and digital support channels.
- Proactively identify potential customer friction points to mitigate escalations before they arise.
- Maintain meticulous records of every interaction, ensuring technical artifacts are thoroughly captured.
- Harness the power of Twilio's AI suites and internal automation tools to streamline customer workflows and enhance communication efficiency.
- Empower others through mentorship on case management excellence.
- Collaborate and network across functional silos, partnering with Engineering, Product, and Sales,as well as external partner organizations,to architect the solutions our customers require.
- Diagnose systemic operational hurdles and champion innovative process improvements.
Qualifications:
- 7+ years of relevant experience with API or enterprise software, including technical troubleshooting experience.
- Intermediate proficiency in programming languages (such as C#, Java, JavaScript, Ruby, PHP, Python, or React.js) and REST APIs.
- Good knowledge of SQL and Data Analysis using analytics tools.
- Strong networking connectivity knowledge and PCAP analysis.
- Fluency in English (verbal, comprehension, listening, and writing).
- Strong analytical and decision-making skills, combined with advanced case management, excellent time management, and the ability to de-escalate difficult or complex customer situations.
What We Offer: There are many benefits to working at Twilio, including competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.