Supportability Engineer, Twilio.org

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See yourself at Twilio

Join the team as our next Supportability Engineer for Twilio.org, our social impact division where you will help support Twilio customers who are making a difference in the world.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Twilio.org is the social impact arm of Twilio, focused on building an equitable, resilient, and environmentally sustainable society through Twilio’s products, people, and funding. The team helps customers work across Twilio’s entire product portfolio to improve the lives of over 300 million people globally per year! And we’re not stopping there - our goal is for social impact organizations using Twilio to help 1 billion people annually!

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and innovators to help fuel our growth momentum.

About the job

Twilio is seeking an exceptional Supportability Engineer to join Twilio.org, our social impact division. This role will be the primary support specialist helping our thousands of nonprofit and social impact customers to ensure that they are successful using Twilio and bringing about change in the world and that they are able to scale their operations to improve their impact.

You will provide a bridge between our global Customer Support teams and the Twilio.org team. You will provide enablement to the Support teams to help scale what we do and represent the voice of our social impact customers in continuous improvement efforts. In this role, you will not only wear our customer’s shoes, you will also work to ensure that they have the most comfortable and appropriate shoes for their use case. 

Responsibilities

In this role, you’ll:

  • WEAR THE CUSTOMER’S SHOES: 

    • Understand the unique requirements of nonprofits, NGOs, and social impact organizations and advocate for their needs.

    • Share customer feedback and share struggles with the Product Engineering Team through regular meetings and reports, using data to show why we need their help and assisting them in prioritization 

  • BE AN OWNER: 

    • Be the primary owner of the Impact Access Program application process, ensuring qualified social impact customers get discounts and product credits to stretch their impact further. 

    • Identify patterns in escalations and provide guidance to the engineering teams regarding impact and identify workarounds. 

  • DON’T SETTLE: Work within the Supportability Engineering Team to foster best-known methods and best practices to help elevate the team and standardize excellence. 

  • WRITE IT DOWN: Provide regular summaries of major live issues, incidents, escalated cases, and process requests. Keep customers updated and provide guidance on next steps. 

  • DRAW THE OWL & RUTHLESSLY PRIORITIZE: Work with our Product Engineering Team to provide Design for Supportability guidance to ensure that our products have the right level of self-service tools for our customers and the right diagnostic tooling for our Support Team.

  • BE INCLUSIVE & NO SHENANIGANS: Interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

  • 5+ years of experience working in a direct customer support capacity in the technology industry, either in a Tier 1 or higher level; Providing internal support as Tier 2 or above is also acceptable experience.
  • A passion for working in the social impact sector and a sensitivity for the unique opportunities and challenges facing nonprofits.
  • Understanding of day to day support processes and systems.
  • Comfort working in ambiguous environments and creating frameworks and processes to scale vs accepting status quo.
  • You have experience with using industry tools to search databases, create custom queries, and generate reports - (examples: Splunk, DataDog, SQL-tools) to make data driven decisions.
  • You have a demonstrated history of customer focus and empathy, including the data needed to make informed decisions that enable you to influence both technical and non-technical audiences.
  • You are an expert at handling customer issues effectively.
  • You have a highly developed drive to learn, to be at the forefront of subject matter expertise, and to use that position to help others to grow their own knowledge.
  • You can manage your time and priorities, have the ability to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.
  • The technical ability to understand software and recognize areas of product improvement, discuss product roadmaps, and engage with product managers

Location 

This role will be remote and based in the United States, preferably in the Eastern time zone

Approximately 5% travel may be required

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!If this role isn't what you're looking for, please consider other open positions.

(Location dependent information)

Colorado applicants: 

  • The estimated pay range for this role, based in Colorado, is $82,496 (Developing minimum for Colorado) - $103,120 (Premium Mid for Denver Metro).

  • Non-Sales: Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

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More Information on Twilio
Twilio operates in the Conversational AI industry. The company is located in San Francisco, CA, Washington, DC, Atlanta, GA, Mountain View, CA, San Francisco, CA, Redwood City, CA, Irvine, CA, Denver, CO and New York, NY. Twilio was founded in 2008. It has 6355 total employees. To see all 66 open jobs at Twilio, click here.
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