Technical Support Engineer 2

Who we are At Twilio we re shaping the future of communications all from the comfort of our homes We deliver innovative solutions to and empower millions of developers worldwide to craft personalized customer experiences Our dedication to and strong culture of connection and global inclusion means that no matter your location you re part of a vibrant team with diverse experiences making a global impact each day As we continue to revolutionize how the world interacts we re acquiring new skills and experiences that make work feel truly rewarding Your career at Twilio is in your hands See yourself at Twilio Join the team as Twilio s next Technical Support Expert 2 About the job This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform Wearing the customer s shoes is one of the core values of our company and excellent Support is what our customers have come to expect and love about Twilio If you are a technically savvy individual who enjoys mentoring and raising the bar and is also customer-focused with excellent communication skills keep reading Responsibilities In this role you ll Provide product support for a wide range of customer inquiries received via telephone email social media and chat Assess the nature of product or service issues and resolve a variety of complex support problems Log customer interactions and tag categorize issues accordingly Resolve a monthly volume of tickets consistent Be the point of escalation for middle complex issues within support and escalate to Product and Engineering teams as necessary Identify ways to improve existing processes and procedures Mentor newer members of the Customer Support team with customer issues Contribute content to knowledge base to support team and customer enablement Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed Other duties as required Incident report and Oncall Qualifications 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 We are always looking for people who will bring something new to the table Required 3 years experience in a client-facing customer technical support role supporting Email Communications SaaS or related technologies A demonstrated history of customer focus empathy active listening and the ability to diplomatically address customer concerns and provide feedback Experience communicating complex technical issues to both technical and non-technical audiences via phone or email Strong creative problem solving skills Quick learner willing to take initiative and has great follow through A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency A high-energy optimistic outlook and positive attitude An empathetic approach to troubleshooting and customer service A demonstrated attention to detail with the ability to quickly ramp up on new products new technologies and evolving customer or business needs Accountability - Being willing to answer for the outcomes resulting from their own choices behaviors and actions Take ownership of situations that they re involved in Self Motivation - Motivated to do or achieve something because of one s own enthusiasm or interest without needing pressure from others Focus - Achieve what they set out to do before launching new initiatives Complete company-linked goals and tasks not simply to be busy and active Experience with the following Willing to work from 6 30 AM to 3 30 PM IST Hrs shift Desired Reading Debugging HTML a plus SQL a plus Experience with SFDC QuickBooks Zuora or other financial management software and financial principles a plus for some roles Billing Postman or other APIs client Location This role will be based remotely in India Karnataka Tamil Nadu Telangana Maharashtra Delhi What We Offer 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 thinks big Do you We like to solve problems take initiative pitch in when needed and are always up for trying new things That s why we seek out colleagues who embody our values - something we call Additionally we empower employees to build by supporting their volunteering and donation efforts So if you re ready to unleash your full potential do your best work and be the best version of yourself apply now If this role isn t what you re looking for Twilio is proud to be an equal opportunity 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 Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act Additionally Twilio participates in the E-Verify program in certain locations as required by law