Technical Support Engineer 2 - Remote

Overview

Join Twilio as a Technical Support Engineer 2, where you will provide excellent technical support to users of the Email platform, embodying the company's core values of customer focus and connection.

In Short

• Provide product support for customer inquiries via various channels.
• Assess and resolve complex product or service issues.
• Log customer interactions and categorize issues.
• Mentor newer Customer Support team members.
• Contribute to the knowledge base for team and customer enablement.
• Ensure SLAs and CSAT goals are met.
• Identify process improvements.
• Handle incident reports and be on-call as needed.

Requirements

• 3+ years of experience in a customer/technical support role.
• Strong customer focus and empathy.
• Ability to communicate complex issues to varied audiences.
• Creative problem-solving skills.
• Experience with HTML and SQL is a plus.
• Self-motivated with a positive attitude.
• Willing to work from 6.30 AM to 3.30 PM IST.

Benefits

• Competitive pay and generous time-off.
• Ample parental and wellness leave.
• Healthcare and retirement savings program.
• Support for volunteering and donation efforts.