Technical Support Engineer 1 - Customer Interfaces
TWILIO
Bogotá - Bogota, Colombia
hace 6 días

Because you belong at Twilio

The Who, What, Why and Where

Twilio is growing rapidly and seeking a Technical Support Engineer to join the Customer Interfaces team, supporting our customers’ use of our Console platform, and help customers manage their Twilio products, services, and accounts.

You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s customer interfaces.

Who? Twilio is looking for a customer focused Support Engineer who lives and has a demonstrated track record of providing excellent customer or technical support.

  • 2+ years experience experience in a similar Support role
  • Demonstrated ability to learn quickly
  • Experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
  • A high competency with communicating internally and externally
  • An excitement for opportunities to problem solve and troubleshoot
  • Experience utilizing customer feedback to identify and drive improvements in our customer interfaces
  • Enthusiasm about interacting and collaborating with other departments within Twilio while searching for the solutions our customers need
  • Experience and interest in working cross functionally with Engineering, Product Management, and Sales, and sometimes with similar cross functional teams from partner organizations
  • Demonstrated desire to understand customer trends, and document and report those trends to continue to improve our support process
  • Who is able to put yourself in the customer’s shoes and have demonstrated your dedication to the customer experience
  • Proven advanced time management skills, with the ability to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures
  • Ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
  • What?

  • WEAR THE CUSTOMERS SHOES : Help our customers to use our Console interface and helping them with questions related to their account configurations, billing issues, ensuring that they are able to understand and get the most out of their Twilio experience.
  • BE AN OWNER : Using your strong diplomatic skills to address customer issues and provide feedback.
  • EMPOWER OTHERS : Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible defects.
  • NO SHENANIGANS : Work to surface and document customer pain points to assist in process improvements.
  • WRITE IT DOWN : Spend time reviewing internal knowledge bases to stay up on industry shifts and standards
  • Why?

    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.

    Where?

    This position will be located in our Bogota office. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones.

  • No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint;
  • that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.

    About Us

    Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.

    Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.

    By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry from emerging leaders to the world’s largest organizations to reinvent how companies engage with their customers.

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