Technical Support Engineer 2

This position is needed to Support Twilio’s phone number customers. Twilio is growing rapidly and seeking Technical Support Engineers to join the Phone Numbers team, supporting our customers’ use of our Console platform, and helping customers manage their Twilio products, services, and accounts. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Phone Numbers.

We’re looking for someone who is excited in solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.

You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures.

Twilio operates a 24×7 model and the shift would be between 9am to 5pm Japanese  time, with the ability to work on schedules either Mon-Fri, Tue-Sat, or Sun-Thurs, rotating quarterly.

In this role, you’ll:

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs).
• Work with our customers’ and partners’ developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Preview and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

• 1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. (Previous telecom experience is preferred)
• Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
• Leverages customer feedback to identify and drive improvements.
• Experience and interest in working cross functionally with Engineering, Product Management, and Sales, and sometimes with similar cross functional teams from partner organizations
• Demonstrated desire to understand customer trends, and document and report those trends to continue to improve our support process
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
• Proven advanced time management skills, with the ability to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.
• Excellent written and verbal communication skills.
• Excellence in task prioritization and evaluation of situational urgency.

• Experience in handling escalations, working directly with users and Customer Success teams to solve problems.
• Know how to route critical issues to the appropriate internal teams, ensuring timely response.
• Report bugs to the Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction.
• Clearly communicate with customers and other internal teams about issues impacting their service.
• Execute internal processes to streamline and scale support

This role will be remote and based in our Japan office.

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

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