Technical Support Engineer 1
Description For Technical Support Engineer 1
Join Twilio as a Technical Support Engineer 1 for Phone Numbers, where you'll be the voice of Twilio to our customers and partners. In this remote role based in Colombia, you'll use your strong technical and diplomatic skills to address customer issues, provide feedback to Product and Engineering teams, and collaborate with cross-functional teams. You'll need 2+ years of experience communicating complex technical issues, excellent communication skills in English, and a passion for problem-solving. You'll work on resolving complex problems, contributing to knowledge bases, and staying current on industry shifts and standards. Twilio offers a remote-first work environment, competitive pay, generous time-off, healthcare, and more. If you're ready to unleash your full potential and be part of a company shaping the future of communications, this role is for you!
Responsibilities For Technical Support Engineer 1
- Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams
- Assist customers when they need us, which may require working irregular shifts, including weekends
- Work with customers' and partners' developers, architects, and support personnel to resolve complex problems
- Collaborate with teammates and Twilio Product and Engineering teams via Slack and file JIRAs to report reproducible bugs
- Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards
Requirements For Technical Support Engineer 1
- 2+ years experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
- High competency with communicating internally and externally, and excellent reading comprehension, listening, speaking, and writing skills in English
- An excitement for opportunities to problem-solve and troubleshoot
- Experience utilizing customer feedback to identify and drive improvements in our Phone Numbers
- Demonstrated desire to understand customer trends, report those trends to continue to improve our support process, and be able to put yourself in the customer's shoes
- Proven advanced time management skills, ability to remain calm during higher workloads, work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures
Benefits For Technical Support Engineer 1
- Generous time-off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
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