Technical Support Expert 2 - Segment
See yourself at Twilio
Join the team as Twilio's next Technical Support Expert 2. You'll initially onboard on Segment products, and then expand your expertise to include Voice and Platform Applications!
About the job
This position is needed to help customers solve complex problems. The main responsibility of a Technical Support Expert is to troubleshoot and provide answers, share standard methodologies, and solve technical issues that Twilio customers are facing. Customer interactions happen within Zendesk, and occasionally over phone calls (Zoom) or chat. TSEs also spend time updating technical documentation, identifying product defects, improving training resources, and attending and leading team office hours and ticket walkthrough
Responsibilities
In this role, you’ll:
Troubleshoot technical issues related to Voice, Platform Applications, and Segment
Maintain customer promises by keeping tickets updated within SLA
Use feedback to improve customer experience and debugging strategies
Improve team efficiency by creating internal content and improving the KCS knowledge base
Work closely with the product team and account team to improve customer satisfaction
Participate in an on-call rotation to support our Enterprise level customers with paid support plans
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
2+ years of technical customer support experience
Ability to effectively communicate technical concepts; both written and verbal
Javascript, APIs, and server side library experience
Proficiency with SQL and writing queries
Commitment to learning multiple technical products at a deep level
Ability to work M-F 10am - 7pm, with an on-call rotation (5-6 weekends per year)
Desired:
Technical customer support experience with enterprise software in a related industry
Experience using Zendesk and JIRA
Experience updating technical documentation through KCS
Location
This role will be remote, and based in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
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. Offerings vary by location.
About the job
Apply for this position
Technical Support Expert 2 - Segment
See yourself at Twilio
Join the team as Twilio's next Technical Support Expert 2. You'll initially onboard on Segment products, and then expand your expertise to include Voice and Platform Applications!
About the job
This position is needed to help customers solve complex problems. The main responsibility of a Technical Support Expert is to troubleshoot and provide answers, share standard methodologies, and solve technical issues that Twilio customers are facing. Customer interactions happen within Zendesk, and occasionally over phone calls (Zoom) or chat. TSEs also spend time updating technical documentation, identifying product defects, improving training resources, and attending and leading team office hours and ticket walkthrough
Responsibilities
In this role, you’ll:
Troubleshoot technical issues related to Voice, Platform Applications, and Segment
Maintain customer promises by keeping tickets updated within SLA
Use feedback to improve customer experience and debugging strategies
Improve team efficiency by creating internal content and improving the KCS knowledge base
Work closely with the product team and account team to improve customer satisfaction
Participate in an on-call rotation to support our Enterprise level customers with paid support plans
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
2+ years of technical customer support experience
Ability to effectively communicate technical concepts; both written and verbal
Javascript, APIs, and server side library experience
Proficiency with SQL and writing queries
Commitment to learning multiple technical products at a deep level
Ability to work M-F 10am - 7pm, with an on-call rotation (5-6 weekends per year)
Desired:
Technical customer support experience with enterprise software in a related industry
Experience using Zendesk and JIRA
Experience updating technical documentation through KCS
Location
This role will be remote, and based in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
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. Offerings vary by location.