Personalized Support Engineer 2

Posted 1 day agoViewed

💎 Seniority level: Junior, 2+ years

📍 Location: India, APAC - 0630-1530 IST, EMEA - 1300-2200 IST, NAMER - 2230-0730 IST

🔍 Industry: Software Development

🏢 Company: Twilio👥 5001-10000💰 $378,215,525 Post-IPO Equity over 3 years ago🫂 Last layoff over 1 year agoMessaging SMS Mobile Apps Enterprise Software Software

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: Cloud ComputingJiraAPI testingREST APICommunication SkillsProblem SolvingCustomer serviceTroubleshootingJSONTechnical supportCustomer supportConfluenceEnglish communication

Requirements:

Fluent in English language (both oral and written) to communicate technical issues to both technical and non-technical audiences via phone or email mediums
2+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions.
Proficient problem solver and troubleshooter with good time management skills
Thrives in a fast-paced environment while consistently delivering accurate, high-quality work with strong attention to detail.
Ability to empathize with customers and show a strong commitment to enhancing their experience.
Strong at interacting and collaborating with other departments while searching for the solutions our customers need
Ability to remain calm and effective under pressure, managing high workloads while excelling at prioritizing tasks and assessing situational urgency.Demonstrate desire to understand customer trends, and document and report those trends to continue to improve our support process
Collaborate effectively across functions with Engineering, Product Management, and Sales, and sometimes with similar cross functional teams from partner organizations
Leverages customer feedback to identify and drive improvements in our products and customer interfaces

Responsibilities:

Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
Work with our customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences.
Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs.
Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend/holidays (Shifts are subject to change based on evolving team and customer needs).

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