Technical Support Engineer 2

twilio· 175 open roles

Remote RemoteFull-time2 weeks ago

Salaryest.

₹600,000 - ₹1,200,000

Experience

Mid

Job Type

Full-time

Posted

2 weeks ago

Apply Now

Get more other jobs in your inbox

Verified daily — no ghost listings.

About This RoleAI processing…

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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Key Responsibilities

1
Have experience supporting technical customer queries.
2
Explaining complex concepts in clear, easily understood ways that build customer confidence.
3
Demonstrate technical competency, empathy, and professionalism in your interactions with customers via email, phone, chat and video conferencing.
4
Contribute to the Voice of the Customer and document interactions, root causes and issue resolution to help drive product enhancements that improve product supportability, quality and ease of use.
5
WEAR THE CUSTOMER'S SHOES: Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat.
6
DRAW THE OWL: Identify ways to improve existing processes and procedures.
7
BE AN OWNER & BE BOLD: Be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary.
8
EMPOWER OTHERS: Coach, guide, assist newer members of the Customer Support team with customer issues.
9
NO SHENANIGANS: Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed.

Requirements

Bachelor’s degree or equivalent work experience
2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
A firm understanding of the technology stacks common to the Web ecosystem.
Functional knowledge of general-purpose programming languages.
Strong problem-solving and technical troubleshooting skills
Ability to professionally and diplomatically address customer concerns and provide concise feedback.
Ability to de-escalate tense/tough customer situations in a live environment.
Excellent reading comprehension, listening, and writing skills.
Previous exposure or knowledge of Twilio products.
Previous experience with Zendesk or a similar ticketing system.

Perks & Benefits

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