TELECOMMUTE – US National
FYI from Telecommute Jobs Staff: Please note that income information is provided for those hired in Colorado only, and this role is open to candidates outside of Colorado as well.
Title: Supportability Engineer 3- Flex
Remote – US
Because you belong at Twilio.
The Who, What, Why and Where
Twilio is growing rapidly and seeking a Supportability Engineer to drive design for supportability and escalation response in order to deliver the best customer experience. You will be a key bridge between customers using our Flex contact center product and our product design & engineering teams that are developing it. In this role, you will also be responsible for helping customers understand how the product works in detail and make sure all this is captured accurately in our documentation and training materials. This position is critical to ensure that our customers get the best results from the Twilio products that they use and will ensure that they feel supported when issues arise.
Twilio is looking for a person with a demonstrated track record of supporting customers from small business to enterprises through any communication channel
Advanced experience with business intelligence tools such as GoodData, Tableau, Looker etc. including custom queries and complex metrics building
Ability to reproduce customer issues in order to resolve them, create scripts and use a variety of Twilio and 3rd party APIs
2+ years working in a customer-facing support role with strong attitude of owning customer issues and relentless focus on their prompt resolution
Experience with data analysis using spreadsheets and associated tools (i.e. Pivot tables, charts, etc).
Basic documentation writing skills
Strong analytical skills with an emphasis on problem solving.
A demonstrated passion for sharing knowledge and experience through coaching and mentoring.
The technical ability to understand software and recognize areas of product improvement, discuss product roadmaps, and engage with product managers
Experience in debugging/coding; Specific experience with a React environment is a plus.
As a Supportability Engineer for Flex, you will live the Twilio Magic values:
Create and edit documentation articles describing the product functionality and best practices
Help create training content for customers to be able to start using the product faster
Ensure that the Support Team is prepared to support new product releases and work with them to identify and address skill and knowledge gaps
Provide a second tier of support in addressing complex customer issues and will share your expertise in these situations by coaching as needed
Work with our Product Engineering Team to provide Design for Supportability input to ensure that our products have the right level of self-service tools for our customers and the right diagnostic tooling for our Support Team
Share customer feedback and share pain points with the Product Engineering Team through regular meetings and reports, using data to show why we need their help and assisting them in prioritization
Work within the Supportability Engineering Team to foster best-known methods and best practices to help elevate the team and standardize excellence. You are relentless in the pursuit of improvements while at the same time valuing progress over perfection
Own customer issues end to end and actively work with you…
Computer & IT , Technical Support , Customer Service , Analyst