See yourself at Twilio. Join the team as our next Supportability Engineer Who we are & why we’re hiring Twilio powers real-time business communications and data solutions that help companies and developers worldwide (https://customers.twilio.com/) build better applications and customer experiences. Although we’re headquartered in San Francisco, we’re on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion (https://www.twilio.com/company/diversity) wherever we do business. We employ thousands of Twilions worldwide, and we’re looking for more builders, creators, and visionaries to help fuel our growth momentum. About the job This position is needed to drive design for supportability and escalation response in order to deliver the best customer experience. You will be a key bridge between customers using Flex Insights and our product design & engineering that is developing it. In this role, you will be also responsible for helping customers understand how the product works in detail and make sure all this is captured accurately in our documentation and training materials. This position is critical to ensure that our customers get the best results from the Twilio products that they use and will ensure that they feel supported when issues arise. Responsibilities In this role, you will:
Create and edit documentation articles describing the product functionality and best practices
Help create training content for customers to be able to start using the product faster
Ensure that the Support Team is prepared to support new product releases and work with them to identify and address skill and knowledge gaps
Provide a second tier of support in addressing complex customer issues and will share your expertise in these situations by coaching as needed
Work with our Product Engineering Team to provide Design for Supportability input to ensure that our products have the right level of self-service tools for our customers and the right diagnostic tooling for our Support Team
Share customer feedback and share pain points with the Product Engineering Team through regular meetings and reports, using data to show why we need their help and assisting them in prioritization
Work within the Supportability Engineering Team to foster best-known methods and best practices to help elevate the team and standardize excellence. You are relentless in the pursuit of improvements while at the same time valuing progress over perfection
Own customer issues end to end and actively work with your colleagues in Twilio in resolving them
Qualifications Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:
Ability to reproduce customer issues in order to resolve them, create scripts and use a variety of Twilio and 3rd party APIs
7+ years working in a customer-facing support role with strong attitude of owning customer issues and relentless focus on their prompt resolution
Experience with data analysis using spreadsheets and associated tools (i.e. Pivot tables, charts, etc).
Basic documentation writing skills
Strong analytical skills with an emphasis on problem solving.
A demonstrated passion for sharing knowledge and experience through coaching and mentoring.
The technical ability to understand software and recognize areas of product improvement, discuss product roadmaps, and engage with product managers
Excellent written and verbal communication skills.
Ability to influence and build effective working relationships with all levels of the organization.
Proficiency in multiple languages applicable to the region.
Location This role will be located in our Bengaluru, India office. Travel required up to 5% of the time for regional training and trips to HQ. What we offer There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic (https://www.twilio.com/company/values) . Additionally, we empower employees to build positive change in their communities (https://www.twilio.org/impact-fund/) by supporting their volunteering and donation efforts. So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions (https://www.twilio.com/company/jobs#open-positions) .
Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at email@example.com.