[Hiring] Technical Support Engineer 3 @Twilio

Role Description

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.

We are looking for our next Technical Support Engineer 3 to join our Global Customer Support team in India, who will be dedicated to understanding and resolving complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel, identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas. Identifies and responds to customer escalations and thoroughly document every customer interaction.

Responsibilities

• Understands and resolves complex customer requests via various support channels.
• Identify adoption and upsell opportunities for customers and make the appropriate connections.
• Communicate complex concepts to customers and proactively respond to their questions.
• Identify and respond to customer escalations.
• Effectively work multiple support channels (chat, phone, social, etc.).
• Prioritize the queue based on status, priority, entitlement.
• Follow established guidelines on tagging, categorizing, merging tickets.
• Leverage Twilio's AI tools and other automations to assist customers.
• Mentor or provide training to other team members in case management best practices.
• Thoroughly document every customer interaction and internal interaction.
• Manage incidents effectively during on-call shifts.
• Active participant in process improvement initiatives.

Qualifications

• 5-7 years of experience.
• Proven experience in a Technical Support Engineer, Application Support, or Support Engineer role.
• Strong programming/scripting troubleshooting skills in at least one of: JavaScript (preferably with Node.js), Python, Java.
• API or enterprise software experience, including technical troubleshooting skills.
• Solid understanding of networking and real-time communication.
• Strong debugging and troubleshooting skills across various platforms.
• Fluency in English (verbal, comprehension, listening, and writing).
• Availability to work non-standard shifts, on-call rotation, and holiday hours.
• Ability to diplomatically address customer concerns and provide feedback.

Requirements

• Bachelor's Degree or equivalent certifications and work experience (desired).
• Escalation Management skills.
• Basic case management experience/skills.
• Strong problem-solving skills and critical thinking.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.
• Opportunities for community involvement through volunteering and donation efforts.

Location

This role will be remote, and based in India (Karnataka, Telangana, Tamil Nadu, Maharashtra, Delhi).

Travel

Approximately 15% travel is anticipated to help you connect in-person in a meaningful way.