Job description
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 Segment
Join the Twilio Segment team as our next Technical Support Engineer (P2).
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
Although we’re headquartered in San Francisco, we’re on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we’re looking for more builders, creators, and visionaries to help fuel our growth momentum.
About the job
We’re looking for a passionate Technical Support Engineer with customer-facing experience, who loves helping people, solving complex problems, and wants to be a major factor in the success of our customers. This position is for someone who is technical and enjoys using multiple tools to solve complex implementation issues.
You’re likely to interact with multiple languages, web frameworks, APIs, data warehouses, SQL queries, and many internal tools while troubleshooting customer questions. Every problem is unique, and will often require collaborating with your colleagues or engineering teams.
The main responsibility of a Technical Support Engineer is to provide answers, share standard methodologies, and solve technical issues that Segment customers are facing. Customer interactions happen within Zendesk, and also occasionally over phone calls (Zoom). TSEs also spend time updating technical documentation, identifying product defects, improving training resources, and attending and leading team office hours and ticket walkthroughs.
You’d be joining a team of hard-working individuals that care deeply about Twilio 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 within SLA
- Use feedback to improve customer experience and debugging strategies
- Improve team efficiency by creating internal content and improving public documentation
- 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, approximately 4-5 weekends per year
Location and Hours
This role will be remote and based in Colombia, working 11:00 am to 8:00 pm with an hour lunch break
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.
