Technical Support Engineer- SendGrid Support Team

Profile

Because you belong at Twilio

The Who, What, Where and Why

Twilio is growing rapidly and seeking a Technical Support Engineer to join our SendGrid product team, supporting our customers’ use of our cloud-based transactional email platform. We’ve revolutionized the transactional email space by powering the infrastructure for thousands of companies that rely on us to send billions of emails each month. 

Who?

Twilio is looking for someone with experience supporting Email and/or Cloud-Based technologies, who is customer focused with a passion for providing an award-winning technical support experience. Excellent customer service is one of the core values of our company and what our customers have come to expect and love about our service. If you are technically savvy, customer focused, and have outstanding communication skills, keep reading. 

We seek someone who has:

1-3 years experience in a client-facing customer/technical support role, supporting Email, SaaS or related technologies

A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback

Experience communicating complex technical issues to both technical and non-technical audiences via phone or email

Strong, creative problem solving skills

Quick learner, willing to take initiative, and has great follow through

A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency

A high-energy, optimistic outlook and positive attitude

Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in

Self Motivation - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others

Focus - Achieve what they set out to do before launching new initiatives. Complete company-linked goals and tasks, not simply to be busy and active

Experience with the following:

Supporting Email (or similar) REST API’s

Troubleshooting email client and related mail delivery protocols 

Reading/Debugging HTML (a plus)

JIRA/Confluence Experience (a plus)

SQL (a plus)

Splunk

What?

As a Technical Support Engineer on our team, you will:

Provide product support for moderate to advanced customer inquiries received via telephone, email, social media and chat.

Assess the nature of product or service issues and resolve a variety of complex  support problems. 

Review compliance suspended accounts and reactivate, terminate or escalate accordingly.

Log customer interactions and tag/categorize issues accordingly. 

Resolve a monthly volume of tickets consistent or greater than the team resolution average

Be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary.

Identify ways to improve existing processes and procedures.

Coach, guide, assist newer members of the Product Support team with customer issues.

Contribute content to knowledge base to support team and customer enablement

Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed

We are there when our customers need us, 24/7, and this position may require you to work an unconventional shift, including evenings or weekends based on evolving team and customer needs. This position will also require supporting our customers on holidays to ensure that our customer’s needs are met.

Why?

We only succeed at Twilio when our customers succeed. 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.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.

Where?

This position will be located in our office at 1801 California St in Denver, CO.  You will enjoy our office perks: catered meals, snacks, game room, ergonomic desks, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.

About Us

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Company info

Twilio Inc
Website : https://www.twilio.com