The best work happens when you feel free to be your best self. Twilio is committed to building a workplace that fosters inclusivity alongside productivity. At Twilio, you’ll have the resources, flexibility, and training you need to do your best work.
Our mission is to fuel the future of communications by building communications tools that developers, startups, enterprises, and everyone in-between rely on every day.
Twilio is growing rapidly and seeking a Technical Support Engineer to join our SendGrid product team, supporting our customers’ use of our cloud-based transactional email platform. We’ve revolutionized the transactional email space by powering the infrastructure for thousands of companies that rely on us to spend billions of emails each month.
Healthcare Insurance and Leave
Prescription Drug
Dental
Vision
Flexible Spending and Health Savings Accounts
Leave programs for all of life’s moments: maternity, parental/bonding, as well medical leave to care for yourself or a loved one
Financial Benefits
Short and Long Term Disability Insurance
Life and Accidental Death & Dismemberment Insurance
401(k) Retirement Savings Plan with a match
Reimbursement Programs & Stipends
$65 per month work-from-home stipend
Up to $50 per month for wellness expenses and activities
Up to $30 per month to use towards books/eBooks
We seek someone who has:
1+ years experience in a client-facing customer/technical support role, supporting Email, SaaS, or related technologies
A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback
Experience communicating complex technical issues to both technical and non-technical audiences via phone or email
Strong, creative problem-solving skills
Quick learner, willing to take initiative, and has great follow-through
A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
A high-energy, optimistic outlook and positive attitude
Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in
Self-Motivation - Motivatedto do or achieve something because of one's own enthusiasm or interest, without needing pressure from others
Focus - Achieve what they set out to do before launching new initiatives. Complete company-linked goals and tasks, not simply to be busy and active
Experience with the following:
Supporting Email (or similar) REST API’s
Troubleshooting email client and related mail delivery protocols
Reading/Debugging HTML (a plus)
JIRA/Confluence Experience (a plus)
SQL (a plus)
Splunk
We’re looking for a leader with a proven track record of going above and beyond for customers and their teammates. An ideal candidate has:
5+ years in a client-facing technical role in a fast-paced environment.
Demonstrated capability of utilizing metrics (productivity, CSAT, SLA) to achieve team-defined targets.
Taken ownership of challenges on the team and has worked to provide or build solutions.
Successfully resolved issues effectively and efficiently.
Capabilities to troubleshoot server and client-side code in different programming languages along with a solid understanding of computer networking and RESTful APIs
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
Demonstrated ability to identify process and team improvements, and proven ability to create and curate internal and external documentation
Twilio is looking for someone who lives the Twilio Magic and has a proven track record of leadership and consistently strong performance. They also have:
3+ years in customer-facing technical support management or related management role in a web-based software or SaaS company.
Leader With A Point Of View - Must have the validated experience to innovate and drive broad organizational impact.
Strong communication skills (both verbal and written), especially in a technical environment.
Empathetic - skillful at building trusting and honest relationships, putting themselves into their staff’s shoes, and being their best advocate.
Validated analytical skills – Not afraid to roll up your sleeves and dive into the data, and comfortable with tools/processes needed for data-focused decision-making.
Proven Results - Must have experience effectively leading a customer support team, consistently delivering at or above established critical metrics for productivity; CSAT, SLA, and Backlog management.
Technical skills – At ease with and exposure to SaaS or communications technology. Prior technical support engineering experience a plus.
Effective coach - facilitate problem-solving and encourage employees’ development through coaching and focus on staff growth and successful career progression.
Situational Awareness - Must possess a high degree of emotional intelligence. Understand and adapt to the audience with whom you’re interacting, including your team, customers, and executives. Encourage diversity and inclusivity in collaboration.
Decisive - Uses a framework or process to make decisions. At times, you will need to make decisions quickly and often with incomplete data.
Persuasive - Bring others to their point of view using logic, data, and emotion. Have a formal process and framework by which to make qualitative and quantitative points, not just using emotional appeals.
Accountable - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions and that of their team.
Self Motivated - Motivated to do or achieve something because of one's own passion or interest.
Collaborative - A keen ability to support cross-functional projects and decisions. Gets energized from working within a team and cross-functionally to achieve the company's goals
Twilio is looking for a leader who lives the Twilio Magic and is passionate about the experience and driving exceptional customer satisfaction results. You recognize that the only way to do that is to develop and coach your employees, to treat them the same way you would want them to treat your customers. The ideal candidate has a demonstrated track record of leadership and consistently strong managerial performance as well as:
2+ years in customer-facing technical support or related management role in a web-based software or SaaS company.
Strong communication skills (both verbal and written), especially in a technical environment.
Solid analytical skills – Not afraid to roll up your sleeves and dive into the data, and comfortable with tools/processes needed for analytical decision-making.
Demonstrated Results - Must have experience effectively leading a customer support team, consistently delivering at or above established metrics.
Technical skills – High comfort level with and exposure to SaaS or communications technology. Prior technical support engineering experience a plus.
Situational Awareness - Must possess a high degree of emotional intelligence. Understand and adapt to the audience with whom you’re interacting, including your team, customers, and executives.
Persuasive - Bring others to their point of view using logic, data, and emotion. Have a formal process and framework by which to make qualitative and quantitative points, not just using emotional appeals.
Collaborative - A keen ability to support cross-functional projects and decisions. Gets energized from working within a team and cross-functionally to achieve the company's goals
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