Technical Support Expert 2 - Messaging - Remote

Overview

This position is needed to support our customers’ use of Twilio’s Programmable Messaging product. This role will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s Programmable Messaging API.

In Short

• Work on messaging email cases submitted by both individual developers and major brands.
• Assist customers with troubleshooting message deliverability issues and debug customer code.
• Speak with a customer on the phone and chat in order to guide them through the development of their SMS application.
• Collaborate with teammates and Twilio Product and Engineering teams.
• File JIRA’s to report reproducible bugs and review internal knowledge base.
• Work with manager to surface customer problems for process betterment.

Requirements

• Bachelor’s degree or equivalent work experience.
• 2+ years of experience in a client-facing technical role.
• 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 address customer concerns.
• Ability to de-escalate tense customer situations.
• Excellent reading comprehension, listening, and writing skills.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.
• And much more.