Because you belong at Twilio
The Who, What, Where and Why
Twilio is growing rapidly and seeking a Technical Support Engineer to join our amazing EMEA team supporting our customers’ use of Twilio’s various products. You will function as the voice of Twilio to our customers and partners and function as a subject matter expert for Twilio’s platform.
We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.
You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures.
Who?
Twilio is looking for a Technical Support Engineer to delight our customers! If you’ve got any of the below experience, we’d love to hear from you.
- Experience in a client-facing role.
- Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
- Ability to provide ideas on product improvements in accordance with customers’ needs.
- Experience working in a team, and ability to advise on improvements for the team.
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
- Third level qualification in Computer Science, Mathematics or a related discipline, or relevant experience related to this position.
What?
As a Technical Support Engineer, you will:
- Help customers solve their technical challenges through tickets, phone calls, and chat conversations
- Interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.
- Work cross functionally with Engineering, Product Management and Sales. Sometimes you will work with similar cross-functional teams from partner organizations.
- Twilio operates a 24x7 support model so the ability to work weekends and holidays (as needed) may be required.
Why?
The Technical Support team is central to Twilio's continued growth. We work closely with customers of all sizes to solve complex problems. We only succeed at Twilio when our customers succeed. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio, and your role is critical in ensuring the success here.
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. Come join us.
Where?
This position can be based out of any of our office locations in Dublin, Madrid, Berlin, Munich, Malmo or Tallinn. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work and home life, that 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. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.
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