Technical Support Expert 2 - Remote

Overview

As a Technical Support Expert 2 at Twilio, you will enhance customer satisfaction by resolving complex requests and mentoring junior team members.

In Short

• Provide product support for customer inquiries via various channels.
• Assess and resolve complex product and service issues.
• Log customer interactions and categorize issues in Zendesk.
• Train and mentor newer members of the Customer Support team.
• Contribute to the knowledge base for team and customer enablement.
• Participate in on-call duties and incident management.
• Identify improvements for existing processes.
• Ensure customer satisfaction and adhere to service level agreements.
• Work within a remote-first culture.
• Engage in approximately 10% travel for customer connection.

Requirements

• 2+ years in a client-facing customer/technical support role.
• Strong customer focus and empathy skills.
• Ability to communicate technical issues to various audiences.
• Creative problem-solving skills.
• Experience supporting REST APIs.
• Attention to detail and quick learning abilities.
• Accountability and self-motivation.
• Experience with tools like Splunk, JIRA, SQL, and Postman is a plus.

Benefits

• Competitive pay and generous time off.
• Parental and wellness leave.
• Healthcare and retirement savings program.
• Opportunities for professional growth.