Technical Support Expert 2
Core
Provide technical support for Twilio's Email platform to customers via phone, email, chat, and social media, resolving complex issues and mentoring team members.
Role type
Senior IC technical support engineer (Email platform)
Builds
Customer support operations for the Email platform
Domain
SaaS / Communications / Email
Deliverable
client delivery
Required skills
Technical support, REST API support, Email deliverability, Incident management, On-call rotation, Mentoring, Process improvement, Knowledge base contribution, SLA management, Prioritization
Preferred skills
HTML debugging, SQL, Snowflake, Splunk, Financial software, Postman, Zendesk, JIRA/Confluence
Technologies
REST APIs, JIRA, Confluence, Snowflake, Splunk, Postman, Zendesk, Terminals
Responsibilities
Handle customer inquiries via multiple channels; Resolve complex support problems; Log and categorize interactions; Escalate middle-complex issues to Product/Engineering; Mentor newer team members; Contribute to knowledge base; Manage ticket queues and meet SLAs/CSAT goals; Participate in incident reporting and on-call rotations.
Seniority
Mid-Senior, hands-on IC