The opportunity
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.
What they're looking for
- Assist team members with escalations and technical questions in real time: through the appropriate channels (e.g., Slack, Zendesk, Jira)
- Partner with Supportability Engineering (SE) on technical issues and advocate: by sharing Voice of the Customer (VOC) feedback on product quality, emerging trends, escalations, and more
- Act as a point of contact for senior leadership escalation support when necessary
- Support the team with technical content creation and the management of: appropriate FAQs, KCSs, macros, wiki pages, Jira tickets, etc.