Twilio
developer-apis enterprise-software telephony
San Francisco, CA or Remote

Product Support Specialist, Developer

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Because you belong at Twilio

The Who, What, Where and Why

Twilio is growing rapidly and seeking a Corporate Development Manager to be a key leader in the evaluation and execution of inorganic growth opportunities for Twilio globally. This role will either lead or assist in all aspects of potential M&A transactions - strategy formation, developing business cases, deal execution, and integration. Reporting to the Head of Corporate Development, this position is a critical and will support Twilio’s inorganic growth efforts throughout the entire M&A lifecycle.

Who?

We are looking for a developer who wants to provide great customer experiences through supporting customers directly and by working with the Support Team and Product Development Team. You are passionate about delivering excellent customer experiences through design for supportability, documentation, training, and getting your hands dirty in code (Writing quick demos, troubleshooting customer code, testing, etc) when the need arises.

  • At least 2 years of experience working in technical customer support organizations for software and/or telecommunications companies, with a significant portion of that time as a hands-on customer-facing support person. You’ve been on the front line and have the battle scars to prove it.
  • Mobile dev/troubleshooting experience (Android, iOS)
  • Web development experience (HTML, JavaScript)
  • Server-side programming familiarity (e.g. PHP, Python, Java)
  • Experience working with: HTTP/REST APIs - Network troubleshooting - SSL/TLS certificates
  • Experience working in or with a 24x7x365 support operation.
  • Experience supporting an enterprise B2B product set.
  • Strong domain knowledge in the latest tools and techniques for delivering world-class customer support.
  • A demonstrated passion for sharing knowledge and experience with others through coaching and mentoring.
  • Passion for measurement, metrics and continuous improvement across the organization.
  • Ability to partner and collaborate and communicate with executive leadership and peers in other departments (technical and non-technical).

What?

Your role is to provide the link between our Customer Support Team and the Product Engineering Team. You will ensure that the Support Team is prepared to support new product releases and work with them to identify and address skill and knowledge gaps. You will provide a second tier of support in addressing complex customer issues and will share your expertise in these situations by coaching as needed. You will 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. You will be the Voice of the Customer 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. You will work within the Product Support Specialist 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.

Why?

We only succeed at Twilio when our customers succeed. Twilio support is unlike any other. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio. 

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. 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.

Where?

This position will be located in our office at 375 Beale Street in San Francisco. You will enjoy our office perks: catered meals, snacks, game room, ergonomic desks, massages, Wednesday dinners, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience,  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.

About us:

Founded in 2008, Twilio has over 1,000 employees, with headquarters in San Francisco and other offices in Bogotá, Dublin, Hong Kong, London, Madrid, Mountain View, Munich, New York City, Singapore and Tallinn.

More than 2 million developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, and video by virtualizing the world’s telecommunications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance.

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