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See yourself at Twilio.
Join the team as our next Technical Support Engineer, Social Support
Who we are & why we’re hiring
Twilio’s platform empowers the world’s developers with tools for building cutting-edge communications applications. We only succeed at Twilio when our customers succeed. An outstanding customer experience with our products as well as our service is an integral part of why customers choose Twilio, and your role is critical in ensuring the success here.
Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed, and we’re dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation, and we want you and your ideas to thrive at Twilio.
About the job:
This role reports to a Manager, Technical Support and will be based in our new Bengaluru office. This position requires working in a shift. The current shift timings for shift based roles supporting our APAC/ EMEA customers is 6:30 AM -3:30 PM or 1:00 PM – 10:00 PM IST
This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days. (Mon-Fri, Tue-Sat or Sun-Thu).
Qualifications:
Twilio is looking for someone who is customer focused with a passion for providing excellent customer or technical support, with a preferred emphasis on Social Media. Excellent customer support is one of the core values of our company and a key component to the services provided. We seek someone with:
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Experience providing professional, empathetic, and timely customer and/or technical support, with Social Media experience preferred
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A demonstrated history of customer focus, including the ability to diplomatically address customer concerns and provide feedback, often via public forums
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Preferred experience working with Social Media Management such as Hootsuite, Sprout Social, Sprinklr, etc, plus working familiarity with major Social Media channels such as Twitter, Facebook, LinkedIn and Instagram
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Experience communicating technical issues to both technical and non-technical audiences via phone, chat, email, and social media channels
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Ability to navigate ambiguous customer interactions, such as correlating a customer’s social media details to their internal customer profile
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Self-motivation and ownership to do or achieve something because of one’s own enthusiasm or interest, without needing pressure from others
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Strong time management skills, proficiency at developing workflows to remain efficient at tasks while still following standard processes and procedures, and the ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
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Experience utilizing customer feedback to identify and drive improvements across Twilio teams and products, with a desire to understand customer trends and document those trends to continue to improve our support process
Responsibilities:
As a Technical Support Engineer for our Social Support Team, we want you to embody the following Twilio Magic Attributes:
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Be an Owner and reply to all incoming customer inquiries across all Social Media platforms where Twilio maintains a support presence
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Wear the Customer’s Shoes: Use your strong diplomatic skills to address customer issues and maintain the Voice of Twilio across all Social Media interactions
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Ruthlessly Prioritize customer interactions to expedite urgent customer needs, solving minor issues and escalating complex issues to the relevant teams. Use internal tools and and ticketing systems to identify any existing communications with a specific customer to reduce duplicate ticketing.
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Be Inclusive: Collaborate with the Supportability Engineering team to effectively deliver communications regarding outages or customer-impacting issues, and manage the customer replies. Collaborate with your teammates, our Social Marketing team, and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible defects.
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Don’t Settle: Spend time reviewing internal knowledge bases to stay up on industry shifts and standards and work to surface and document customer pain points to assist in process improvement
We are there when our customers need us, and this position may require working an irregular shift, including the weekend (shifts are subject to change based on evolving team and customer needs). This position will also require supporting our customers on holidays to ensure that our customer’s needs are met.
Location:
This position can be based in our Bengaluru office.
What We Offer:
There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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) .