The opportunity
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.
What you'll do
BE AN OWNER: Use your strong technical and diplomatic skills to address: customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
WEAR THE CUSTOMER SHOES: Work with our customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences.
EMPOWER OTHERS: Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs.
RUTHLESSLY PRIORITIZE: Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend/holidays (Shifts are subject to change based on evolving team and customer needs).
Fluent in English language (both oral and written)
+ years’ experience in a client-facing technical role, preferably in: supporting REST API and ability to understand and troubleshoot issues with cloud solutions.
What they're looking for
- Experience working with top tier customers.
- Supporting customers with service level agreements (SLAs) of 3 hours or less,: utilizing a ticket system such as Zendesk.
- Excellence in task prioritization and evaluation of situational urgency.
- Advanced time management skills and proficiency at developing workflows to: increase troubleshooting efficiency while still following standard processes and procedures.
