Technical Support Engineer 2

Join the Support team and provide excellent technical support to users of the Email platform, where wearing the customer’s shoes is a core value. You will provide product support for a wide range of customer inquiries received via telephone, email, social media and chat. In this role, you'll assess the nature of product or service issues and resolve a variety of complex support problems, log customer interactions, and be the point of escalation for middle complex issues. You will mentor newer members of the Customer Support team and contribute content to the knowledge base. Ensuring Support SLAs and CSAT goals are consistently met and ticket queues are well managed. Twilio values diverse experiences and encourages anyone who meets the required qualifications to apply even if your career hasn't followed a traditional path. They are looking for people who will bring something new to the table, with 3+ years experience in client-facing technical support supporting Email, Communications, SaaS or related technologies. Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles is a plus.