Technical Support Expert 2

<div class="content-intro"><p><strong>Who we are </strong></p> <p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a class="c-link" href="https://customers.twilio.com/" target="_blank" data-stringify-link="https://customers.twilio.com/" data-sk="tooltip_parent"> hundreds of thousands of businesses </a>and empower millions of developers worldwide to craft personalized customer experiences.</p> <p>Our dedication to <a class="c-link" href="https://www.twilio.com/en-us/blog/open-work" target="_blank" data-stringify-link="https://www.twilio.com/en-us/blog/open-work" data-sk="tooltip_parent">remote-first work</a>, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.<br><br>We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!</p> <p><span style="color: rgb(255, 255, 255);">.</span></p></div><p><strong>See yourself at Twilio.</strong></p> <p>Join the team as our next Technical Support Engineer 2 (LATAM)<strong> </strong>on Twilio’s Platform and Applications support team.<br><br></p> <p><strong>Who we are </strong></p> <p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a href="https://customers.twilio.com/"> hundreds of thousands of businesses </a>and empower millions of developers worldwide to craft personalized customer experiences.</p> <p>Our dedication to <a href="https://www.twilio.com/en-us/blog/open-work">remote-first work</a>, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. <br><br><strong>About the job</strong><strong><br><br></strong></p> <p>This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.</p> <p><br>This role reports to a Manager, Technical Support, who will be based in our Bengaluru office. This position requires working in a shift. The current shift timings for shift based roles supporting our LATAM customers are 8AM-5PM, 10AM-7PM and 1PM-10PM (GMT-5) Shifts. </p> <p>This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days. (Mon-Fri, Tue-Sat or Sun-Thu).</p> <p><strong>Responsibilities</strong></p> <p>In this role, you will:</p> <ul> <li>Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. </li> <li>Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.</li> <li>Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.</li> <li>Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. </li> <li>Review internal knowledge to stay current on industry shifts and standards. </li> <li>Assist your manager in process improvements by surfacing customer pain points to assist in process improvement. </li> <li>This position will also require supporting our customers on holidays to ensure ... (truncated, view full listing at source)