This position requires working in a shift, EMEA - 1300-2200 IST. We work 5 days a week, and could include one or both weekend days. (Tue-Sat, Sun-Thur, Mon-Fri etc)
Responsibilities
In this role, you’ll
BE AN OWNER: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
WEAR THE CUSTOMER SHOES: Work with our customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences.
EMPOWER OTHERS: Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs.
RUTHLESSLY PRIORITIZE: Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend/holidays (Shifts are subject to change based on evolving team and customer needs).
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required
Fluent in English language (both oral and written)
2+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions.
Experience working with top tier customers.
Supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk.
Excellence in task prioritization and evaluation of situational urgency.
Advanced time management skills and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
Desired
Previous exposure or knowledge of Twilio products
Experience working with JIRA, Confluence, Airtable and other project tools.
Skilled in troubleshooting network connectivity issues
Prior telecom (Carrier, SIP, PBX) including reviewing PCAPs/using Wireshark or messaging platform experience
Location
This role will be remotely based in India(Karanatka, Telangana, Delhi, Tamil Nadu, Maharashtra)
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
