Technical Support Expert 2 - Email

See yourself at Twilio

Join the team as our next Technical Support Expert(P2) for Email (a part of Twilio).

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 mean that no matter your location, you’re part of a vibrant, diverse team 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. 

About the job

We’re looking for a passionate expert with customer-facing experience, who loves helping people, solving problems, and wants to be a major factor in the success of our customers. This position is for someone who is technical and is passionate about the customer's experience at a fast-moving startup.

Daily, you’re likely to interact with multiple customers using the Email platform with different levels of technical inquiries. Wearing the customer's shoes is a core value of our company, and it is important for this role to provide world-class support, while remaining curious about process improvement opportunities and being a positron at every step of the way. 

The main responsibility for our Technical Support Expert 2 is to enhance customer satisfaction and experience by resolving higher level requests and anticipating customer needs. It also focuses on skill development by mentoring Technical Support Experts 1, delivering enablement when required, and suggesting new documentation topics for Knowledge Exchange (KCS). By recognizing product trends and training gaps, helping improve team capabilities. Also, Technical Support Experts 2 participate in the On-Call rotation to effectively manage incidents. 

You’d be joining a team of hard-working individuals that care deeply about our Email (SendGrid) Twilio 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:

• Provide product support for a wide range of customer inquiries received via tickets/email, chats and telephone.

• Assess the nature and urgency of product and service issues to resolve a variety of complex support problems. 

• Log customer interactions and tag/categorize issues accordingly within Zendesk. 

• Resolve a monthly volume of tickets consistently to maintain productivity. 

• Be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary.

• Identify ways to improve existing processes and procedures.

• Train and Mentor newer members of the Customer Support team.

• Contribute content to the knowledge base to support team and customer enablement.

• Ensure Support Customer Satisfaction (CSAT), Time to Solve (TTS), schedule adherence and Service Level Agreements (SLAs) goals are consistently met, and ticket queues are well managed.

• Participate on incidents reports and On-call duties. 

Qualifications

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!

Required:

• 2+ 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 Ticket/Email, chat or phone.

• Strong, creative problem-solving skills.

• Quick learner, willing to take initiative and asks great probing questions.

• Proven exceptional skills and capability to maintain composure and effectiveness at prioritizing and evaluating situational urgencies.

• Proven ability to create positive impacts and are driven by the excitement of innovation and collaboration.

• 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 - Overachieve within your current role before launching new initiatives. Aiming to complete company-linked goals and tasks.

• Experience with the following:

  • Supporting REST API’s

Desired:

• Splunk/SnowFlake

• JIRA/Confluence Experience

• Reading/Debugging HTML

• SQL

• Experience in Zuora

• Postman or other APIs client

• Experience using PagerDuty 

Location and Hours

This role will be based in Colombia, and adheres to Twilio’s remote first policy. 

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 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.