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Twilio is seeking a Technical Support Expert 2 to join its Support team and provide technical support to users of the Email platform. This is a senior individual contributor role focused on delivering excellent customer support while mentoring junior team members and driving process improvements.
In this role, you will:
- Provide product support for a wide range of customer inquiries via telephone, email, social media, and chat
- Assess and resolve complex technical support issues
- Log and categorize customer interactions appropriately
- Serve as an escalation point for moderately complex issues, escalating to Product and Engineering teams as needed
- Mentor newer members of the Customer Support team on customer issues
- Contribute to the knowledge base to support team and customer enablement
- Identify and implement process improvements
- Ensure Support SLAs and CSAT goals are consistently met
- Participate in incident reporting and on-call rotations
Twilio is a remote-first company delivering communications and authentication infrastructure to hundreds of thousands of businesses. The company emphasizes connection and may request occasional in-person participation for team gatherings, functional off-sites, or customer meetings.
REQUIREMENTS:
Required Experience:
- 3–4 years in a client-facing customer/technical support role, supporting Email, Communications, SaaS, or related technologies
- Demonstrated history of customer focus, empathy, active listening, and ability to diplomatically address customer concerns
- Experience communicating complex technical issues to both technical and non-technical audiences via phone or email
- Strong, creative problem-solving skills
- Quick learner with initiative and excellent follow-through
- Ability to remain calm and effective under higher workloads with strong prioritization skills
- High-energy, optimistic outlook and positive attitude
- Empathetic approach to troubleshooting and customer service
- Demonstrated attention to detail with ability to quickly ramp up on new products and technologies
- Accountability and self-motivation
- Focus on completing goals and tasks before launching new initiatives
- Experience with incident communication and on-call processes
- Technical experience with: Email (or similar) REST APIs, Email Deliverability, JIRA/Confluence (a plus), Snowflake, Terminal/command prompt
Desired Skills:
- Reading/debugging HTML
- SQL
- Snowflake and Splunk
- SFDC, QuickBooks, Zuora, or other financial management software (for billing-related roles)
- Postman or other API clients
- Zendesk (preferable)
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
