Sr. Technical Support Engineer - Developer (Flex)
Remote - US
Because you belong at Twilio
The Who, What, Where and Why
Twilio is looking for a Technical Support Engineer to join the global Flex Support Team, supporting our customers’ use of the platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s API products.
We seek developer-oriented Technical Support Engineers with:
- A good understanding of OOP is necessary.
- Bonus skills:
- Serverless (Lambda) experience.
- Expertise with both native and mobile applications is a great bonus
- 3+ years of Technical Customer Support experience
- Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
- Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: Understanding of WebRTC would be a HUGE plus.
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
- Interest in utilizing customer feedback to identify and drive improvements in our products.
- Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
- Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
- Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
- Excellence in task prioritization and evaluation of situational urgency.
A regular day in the life of a Flex Technical Support Engineer involves troubleshooting coding and integration issues for our customers to help them get the most out of their Twilio experience.
As a Flex Technical Support Engineer, you will:
- Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
- Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
- Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.
- Be available to support our customers on holidays to ensure that our customer’s needs are met.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
- Review internal knowledge to stay current on industry shifts and standards.
- Assist your manager in process improvements by surfacing customer pain points to assist in process improvement.
- We are there when our customers need us, 24/7, and this position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs). This position will also require supporting our customers on holidays to ensure that our customer’s needs are met
The Customer Support team is vital to Twilio's continued growth. We work closely with engineering and product to ensure that Account Security and other Twilio products are effectively supporting our customers’ businesses.
Twilio’s platform empowers the world’s developers with tools for building cutting-edge communications applications. We only succeed at Twilio when our customers succeed. An outstanding customer experience with our products as well as our service is an integral part of why customers choose Twilio, and your role is critical in ensuring their success here.
Twilio is truly unique; we are a company committed to your growth, your learning, your development and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in time dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us.
We employ diverse talent from all over the world and we believe great work can be done anywhere. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.