Technical Support Expert 2 - Segment
TwilioThis position is needed to help customers solve complex problems. The main responsibility of a Technical Support Expert is to troubleshoot and provide answers, share standard methodologies, and solve technical issues that Twilio customers are facing. Customer interactions happen within Zendesk, and occasionally over phone calls (Zoom) or chat. TSEs also spend time updating technical documentation, identifying product defects, improving training resources, and attending and leading team office hours and ticket walkthrough
Responsibilities
In this role, you’ll:
- Troubleshoot technical issues related to Voice, Platform Applications, and Segment
- Maintain customer promises by keeping tickets updated within SLA
- Use feedback to improve customer experience and debugging strategies
- Improve team efficiency by creating internal content and improving the KCS knowledge base
- Work closely with the product team and account team to improve customer satisfaction
- Participate in an on-call rotation to support our Enterprise level customers with paid support plans
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:
- 2+ years of technical customer support experience
- Ability to effectively communicate technical concepts; both written and verbal
- Javascript, APIs, and server side library experience
- Proficiency with SQL and writing queries
- Commitment to learning multiple technical products at a deep level
- Ability to work M-F 10am - 7pm, with an on-call rotation (5-6 weekends per year)
Desired:
- Technical customer support experience with enterprise software in a related industry
- Experience using Zendesk and JIRA
- Experience updating technical documentation through KCS