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Technical Support Engineer 3

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Job Details

Location: Denver, Denver County, Colorado, USA Posted: May 27, 2022

Job Description

See yourself at Twilio

Join the team as our next Technical Support Engineer 3

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 join our rapidly growing US Messaging Support team to deliver world-class support to our customers who use Twilio’s Programmable Messaging products.

As a Technical Support Engineer 3 on the Messaging Support team, you will provide technical support for a wide range of customer inquiries received via email, phone, and chat. You will problem solve and communicate complex technical issues to both technical and non-technical audiences. An outstanding customer experience with our products as well as our service is an integral part of why customers choose Twilio, and your role is critical in ensuring the success here.

Responsibilities

In this role, you’ll:

  • Assist customers (from individual developers to major brands) via phone, email, and chat by troubleshooting message deliverability issues, answering product inquiries, and debugging customer code.
  • Achieve key performance metrics by developing workflows that allow efficient management of your ticket queue while adhering to standard procedures.
  • Collaborate with teammates and other Twilio teams as a stakeholder in cross-team projects .
  • Surface pain points and recommend paths to resolution.
  • Identify opportunities for upskilling peers and provide training.
  • Create documentation to ensure Twilio teams and customers stay up to speed with product updates.

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:

  • Bachelor's degree in Computer Science or a related technical field, or equivalent practical experience
  • 4+ years in a client-facing technical support role, supporting Communications, SaaS or related technologies.
  • Strong problem-solving and technical troubleshooting skills
  • Familiarity with REST API ecosystem and ability to read code in at least one server-side language (C#, Java, Python, Node.js, Ruby, or PHP).
  • Excellent written and verbal communication skills, with experience communicating complex technical issues to both technical and non-technical audiences via email.
  • Ability to de-escalate sensitive customer situations in a live environment

Desired:

  • Previous exposure or knowledge of Twilio products.
  • Previous experience with JIRA, Zendesk, or similar ticketing systems.

Location

This role will be Remote, 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 .

(Location dependent information)

Colorado applicants:

  • The estimated pay range for this role, based in Colorado, is $82,080 - $112,860
  • 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.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected] .

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