Personalized Support Expert

Responsibilities

In this role, you’ll:

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• By working with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as 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).

Required:

• 4+ years’ experience in a client-facing technical role, preferably in supporting REST API, voice integrations or network infrastructure, and ability to understand and troubleshoot issues with cloud solutions.
• Supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk.
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
• Interest in utilizing customer feedback to identify and drive improvements in our products.
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
• Advanced time management skills  and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.