Technical Support Engineer 2

3 days ago

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Twilio

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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.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.

5001 - 10000 employees

📋 Description

• Help customers utilize Segment’s API across many platforms (web, mobile, server) • Increase the value generated from the many destinations Segment supports. • Maintain customer promises by keeping tickets updated. • Use feedback to improve customer experience and debugging strategies. • Improve team efficiency by creating internal content and improving public documentation. • Take our support tooling and analysis to the next level by building simulators and visualizations. • Work closely with the product team and partners to improve customer satisfaction. • Become a guide on the codebase and functionality of the Segment platform, libraries, and integrations. And help improve it! • Participate in an on-call rotation to support our Enterprise level customers with paid support plans.

🎯 Requirements

• 2+ years of technical customer support experience; bonus points if it was enterprise software in a related industry. • Ability to effectively communicate technical concepts and identify patterns in customer experience, both written and verbal. • Proven client-side Javascript skills and experience working with APIs and server-side languages. • A basic understanding of SQL, query-writing skills is a big asset. • Strong commitment to learning the ins and outs of a complicated technical product. • Ability to take part in an on-call rotation, requiring some availability outside of standard business hours.

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program