Technical Support Expert 2

• Support customers’ use of the Twilio platform and help them get the best experience from Twilio’s products
• Serve as the voice of Twilio to customers and partners
• Operate as a subject matter expert for Twilio’s APIs and SDKs
• Understand and resolve basic and routine customer requests and escalations through phone, email, chat, side channel, and live support
• Communicate basic concepts to customers with appropriate empathy and urgency
• Leverage Twilio’s AI tools and automations to assist customers and communicate efficiently
• Prioritize the queue based on status, priority, and entitlement to achieve SLA compliance targets
• Document every customer and internal interaction
• Contribute to knowledge articles
• Follow guidelines for tagging, categorizing, and merging tickets
• Use runbooks, wikis, macros, and other tools to resolve tickets efficiently
• Escalate to senior technical resources to drive ticket resolution

• 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 weekend and holiday hours
• Ability to diplomatically address customer concerns and provide feedback
• Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
• Strong problem-solving skills and critical thinking
• Bachelor's Degree or equivalent certifications and work experience
• Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment
• Basic case management experience/skills
• Proficiency with Excel, SQL, database queries, ZenDesk
• Experience with Salesforce, Zuora or other financial management software

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Remote-first work
• Occasional travel to project or team in-person meetings
• Volunteering and donation support