Technical Support Engineer 1 - Email

Job Description

See yourself at Twilio

Join the team as our next Technical Support Engineer.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to provide technical Support to Twilio customers using our Email technology to close their business communication gaps.

We are seeking the right person to join our community of positive energy, problem-solvers who are always looking to improve upon their skills and grow their contributions. You will work with a remote team of Email technology specialists, learning Twilio’s proprietary technology to empower customers to grow the scale of their business communications. Consume a variety of training to grow your technical knowledge and career path with a group of problem-solvers, innovators in a virtual, highly collaborative environment.

Responsibilities

In this role, you’ll:

• Work on messaging email cases submitted by both individual developers and major brands, helping to debug Twilio product issues as needed.
• Resolve simple to moderately complex customer requests.
• Contribute to new and existing documentation to improve both internal and external knowledge.
• Speak with customers on the phone, chat and Zendesk ticketing in order to guide them through the development and maintenance of their Email communication strategies.
• Collaborate with your teammates and the Twilio Product and Engineering teams.
• Work with your manager to surface customer problems to assist in process betterment.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

• Schedule: Ability to work non-standard hours, including weekends, and on shift-based schedules as required. Tuesday - Saturday or Sunday - Thursday shift, working 12pm - 9pm Pacific Time.
• 2+ years Customer Service experience; specifically including phone Support.
• 1+ years Technical Support experience troubleshooting Software-based issues.
• Excellent reading comprehension, listening, and writing skills.
• Education to include a Bachelor’s degree or equivalent experience and/or certification(s).

Desired:

• 2+ years with Email technology, RESTful APIs, SMTP, TCP/IP.
• Some experience with software languages; Javascript, SQL, Curl, PHP, Java.
• 2+ years with group communication tools, Slack, Pidgin, Teams, etc.

Location

This role will be Remote, in the USA.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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 .

*Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

*If you are a Colorado applicant:

• The estimated pay range for this role, based in Colorado, is $30/hr - $40.80/hr.
• Non-Sales: Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.