The Who, What, Why and Where
Twilio is growing rapidly and seeking a Supportability Engineer to drive design for supportability and escalation response in order to deliver the best customer experience. You will be a key bridge between customers using Flex Insights and our product design & engineering that is developing it. In this role, you will be also responsible for helping customers understand how the product works in detail and make sure all this is captured accurately in our documentation and training materials. This position is critical to ensure that our customers get the best results from the Twilio products that they use and will ensure that they feel supported when issues arise.
Who
Twilio is looking for a person with a demonstrated track record of supporting customers from small business to enterprises through any communication channel
- Ability to reproduce customer issues in order to resolve them, create scripts and use a variety of Twilio and 3rd party APIs
- 2+ years working in a customer-facing support role with strong attitude of owning customer issues and relentless focus on their prompt resolution
- Experience with data analysis using spreadsheets and associated tools (i.e. Pivot tables, charts, etc).
- Basic documentation writing skills
- Strong analytical skills with an emphasis on problem solving.
- A demonstrated passion for sharing knowledge and experience through coaching and mentoring.
- The technical ability to understand software and recognize areas of product improvement, discuss product roadmaps, and engage with product managers
What
As a Supportability Engineer for Developer Products, you will live the Twilio Magic values:
- Create and edit documentation articles describing the product functionality and best practices
- Help create training content for customers to be able to start using the product faster
- Ensure that the Support Team is prepared to support new product releases and work with them to identify and address skill and knowledge gaps
- Provide a second tier of support in addressing complex customer issues and will share your expertise in these situations by coaching as needed
- Work with our Product Engineering Team to provide Design for Supportability input to ensure that our products have the right level of self-service tools for our customers and the right diagnostic tooling for our Support Team
- Share customer feedback and share pain points with the Product Engineering Team through regular meetings and reports, using data to show why we need their help and assisting them in prioritization
- Work within the Supportability Engineering Team to foster best-known methods and best practices to help elevate the team and standardize excellence. You are relentless in the pursuit of improvements while at the same time valuing progress over perfection
- Own customer issues end to end and actively work with your colleagues in Twilio in resolving them
- Travel required up to 5% of the time for regional training and trips to HQ.
Why
The Supportability Engineering Team acts as a link between our Customer Support Team and the Product and Engineering Teams. You will ensure that the Support Team is prepared to support new product releases and work with them to identify and address skill and knowledge gaps. You will provide a second tier of support in addressing complex customer issues and will share your expertise in these situations by coaching as needed. We work closely with senior leadership and product teams to guide company strategy.
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 RMZ Ecoworld office in Bangalore. You will enjoy our incredible perks: snacks, weekly team lunch, awesome health benefit coverage and cool swags. What you will also get to experience is a company that believes in small teams for maximum impact that strives to balance work and home life, that understands that this is a marathon, not a sprint that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.
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