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Supportability Engineer

7.00 to 11.00 Years   Bangalore   04 Jan, 2022
Twilio
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software,Sales / BD
EmploymentTypeFull-time

Job Description

See yourself at Twilio.Join the team as our next Supportability EngineerWho we are & why we re hiringTwilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.Although were headquartered in San Francisco, were 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 were looking for more builders, creators, and visionaries to help fuel our growth momentum.About the jobThis position is needed to drive design for supportability and escalation response in order to deliver the best customer experience. You will be a key bridge between customers using Flex Insights and our product design & engineering that is developing it.In this role, you will be also responsible for helping customers understand how the product works in detail and make sure all this is captured accurately in our documentation and training materials.This position is critical to ensure that our customers get the best results from the Twilio products that they use and will ensure that they feel supported when issues arise.ResponsibilitiesIn this role, you will:

  • Create and edit documentation articles describing the product functionality and best practices
  • Help create training content for customers to be able to start using the product faster
  • Ensure that the Support Team is prepared to support new product releases and work with them to identify and address skill and knowledge gaps
  • Provide a second tier of support in addressing complex customer issues and will share your expertise in these situations by coaching as needed
  • Work with our Product Engineering Team to provide Design for Supportability input 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
  • Share customer feedback and share pain points with the Product Engineering Team through regular meetings and reports, using data to show why we need their help and assisting them in prioritization
  • Work within the Supportability Engineering Team to foster best-known methods and best practices to help elevate the team and standardize excellence. You are relentless in the pursuit of improvements while at the same time valuing progress over perfection
  • Own customer issues end to end and actively work with your colleagues in Twilio in resolving them
QualificationsNot 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 hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!Required:
  • Ability to reproduce customer issues in order to resolve them, create scripts and use a variety of Twilio and 3rd party APIs
  • 7+ years working in a customer-facing support role with strong attitude of owning customer issues and relentless focus on their prompt resolution
  • Experience with data analysis using spreadsheets and associated tools (i.e. Pivot tables, charts, etc).
  • Basic documentation writing skills
  • Strong analytical skills with an emphasis on problem solving.
  • A demonstrated passion for sharing knowledge and experience through coaching and mentoring.
  • The technical ability to understand software and recognize areas of product improvement, discuss product roadmaps, and engage with product managers
Desired:
  • Excellent written and verbal communication skills.
  • Ability to influence and build effective working relationships with all levels of the organization.
  • Proficiency in multiple languages applicable to the region.
LocationThis role will be located in our Bengaluru, India office. Travel required up to 5% of the time for regional training and trips to HQ.What we offerThere are many benefits to working at Twilio, including things like competitive pay, 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. Thats 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 youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!If this role isnt what youre looking for, please consider other open positions .,

Keyskills :
analytical skillsproduct engineeringverbal communicationproduct designretirement savingspivot tablestechnical abilitydata solutionsproject administrationdata analysis

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