Technical Support Expert 2 - Phone Numbers

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

Join the team as our next Technical Support Expert 2 - Phone Numbers

About the job

This position is needed to Support Twilio’s phone number customers. Twilio is growing rapidly and seeking Technical Support Engineers to join the Phone Numbers team, supporting our customers’ use of our Console platform, and helping customers manage their Twilio products, services, and accounts. You will function as the voice of Twilio to our customers and partners, and operate as a subject-matter expert for Phone Numbers.

We’re looking for someone who is excited in solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via chat, phone or email, and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day-to-day challenges, and are able to contribute ideas on how to improve the team’s work.

Responsibilities

In this role, you’ll:

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Be ready to assist our customers when they require us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs).
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

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 experience communicating complex technical issues to both technical and non-technical audiences via chat, phone or email mediums. (Previous telecom experience is preferred)  
• Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
• Leverages customer feedback to identify and drive improvements.
• Experience and interest in working cross functionally with Engineering, Product Management, and Sales, and sometimes with similar cross-functional teams from partner organizations
• Demonstrated desire to understand customer trends, and document and report those trends to continue to improve our support process
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
• Proven advanced time management skills, with the ability to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.
• Excellent written and verbal communication skills.
• Excellence in task prioritization and evaluation of situational urgency.

Desired:

• Experience in handling escalations, working directly with users and Customer Success teams to solve problems.
• Know how to route critical issues to the appropriate internal teams, ensuring timely response.
• Report bugs to the Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction.
• Clearly communicate with customers and other internal teams about issues impacting their service.
• Execute internal processes to streamline and scale support

Location

This role will be remote, and based in Colombia.

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.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com.