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 hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, 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 Engineer (L2) for Twilio Segment.

About the job

This position is for someone who is technical and experienced in web development, but also wants to stay close to customers at a fast-moving startup. We're looking for a passionate engineer with customer-facing experience, who loves helping people, solving problems, and wants to be a major factor in the success of our customers.

Daily, you're likely to interact with multiple languages, web frameworks, APIs, data warehouses, SQL queries, and more. One customer might be combining web data with iOS data, while another sends point of sale purchases through a Go backend to multiple analytics tools and a data warehouse. Every problem is unique, and on a normal day, you might interact with dozens of languages, analytics and marketing tools, and third-party APIs.

The main responsibility of a Technical Support Engineer is to provide answers, share standard methodologies, and solve technical issues that Segment customers are facing. Most customer interactions happen within Zendesk, with phone calls, in-person meetings, and Slack chats sprinkled in. Technical Support Engineers also spend time improving documentation, building scalable resources, and finding ways to more effectively, and when possible, proactively resolve customer questions.

You'd be joining a team of hard-working individuals that care deeply about Segment's customers, partners, each other, and the broader community. We judge ourselves on how well we serve each of those customers. So if you enjoy working with smart people and helping to build a company that cares about quality, you've found the right place.

Responsibilities

In this role, you'll:

• Help customers utilize Segment's API across many platforms (web, mobile, server)
• Increase the value generated from the many destinations Segment supports.
• Maintain customer promises by keeping tickets updated.
• Use feedback to improve customer experience and debugging strategies.
• Improve team efficiency by creating internal content and improving public documentation.
• Take our support tooling and analysis to the next level by building simulators and visualizations.
• Work closely with the product team and partners to improve customer satisfaction.
• Become a guide on the codebase and functionality of the Segment platform, libraries, and integrations. And help improve it
• Participate in an on-call rotation to support our Enterprise level customers with paid support plans.

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:

• 2+ years of technical customer support experience; bonus points if it was enterprise software in a related industry.
• Ability to effectively communicate technical concepts and identify patterns in customer experience, both written and verbal.
• Proven client-side Javascript skills and experience working with APIs and server-side languages.
• A basic understanding of SQL, query-writing skills is a big asset.
• Strong commitment to learning the ins and outs of a complicated technical product.
• Ability to take part in an on-call rotation, requiring some availability outside of standard business hours.

Desired:

• Experience in Zendesk & some experience in SQL.
• Someone who can read & understand code.

Location

This role will be remote, and based in India (either Karnataka, Maharashtra, Telangana, Tamil Nadu OR New Delhi)

Travel 

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.

What We Offer

Working at Twilio offers many benefits, including competitive pay, 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 Twilio Magic. Additionally, we empower employees to build positive change in their communities 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, please consider other open positions.

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.