Technical Support Expert 2

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Technical Support Expert 2

About the job

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.

We are looking for our next Technical Support Expert 2 to join our Accounts & Billing team, who will be dedicated to understands and resolves basic & routine customer requests, identify customer escalations and Document every customer interaction. This is a customer facing role. Most customer interactions happen within Zendesk, with a few phone calls or chats, in-person meetings and Slack chats sprinkled in.

Responsibilities

In this role, you’ll

• Understands and resolves basic & routine customer requests, including customer escalations via phone/email/chat/side channel/live support or any other support/communication channel.

• Communicates basic concepts to customers with appropriate empathy and urgency

• Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers

• Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets. Meet SLA requirements per channel/role

• Document every customer interaction (email, phone, chat, side-channel communications). Document every internal interaction (research, cross-team engagement). Contributes to Knowledge articles.

• Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution

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

• 3+ years of experience

• Experience with account reconciliation or data analysis, including technical troubleshooting skills

• Fluency in English (verbal, comprehension, listening, and writing)

• Availability to work non-standard, on-call rotation weeken

Responsibilities

• Understand and resolve basic and routine customer requests via phone, email, chat, or other support channels.
• Communicate basic concepts to customers with empathy and urgency.
• Leverage Twilio's AI tools and automations to assist and communicate with customers efficiently.
• Prioritize the queue based on status, priority, and entitlement to achieve SLA compliance.
• Document every customer and internal interaction.
• Contribute to Knowledge articles.
• Follow guidelines on tagging, categorizing, and merging tickets.
• Leverage runbooks, wikis, and macros to resolve tickets and escalate to senior resources when necessary.

Requirements

• 3+ years of experience
• Experience with account reconciliation or data analysis, including technical troubleshooting skills
• Fluency in English (verbal, comprehension, listening, and writing)
• Availability to work non-standard, on-call rotation weekends