Technical Support Engineer - Returnship - United States

Profile

Technical Support Engineer - Returnship
See yourself at Twilio
Join the team as our next Technical Support Engineer Returnship!
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.
Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support
diversity, equity & inclusion
wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.
About Returnships:
A Returnship is a 16-week program geared toward caregivers who have left the workforce for 12 months to care for a child or a loved one. This program is designed to reintegrate caregivers back into the workforce after a career break. We aim to convert all Returners to permanent employment at the end of the program, and seamlessly transition them at the end of the 16 weeks to continue employment with Twilio.
Throughout the program you will receive onboarding, job training, and performance reviews, as well as a mentor to help guide your experience and ease the adjustment back into full-time work. Returnships are full-time positions and we offer the same benefits as our permanent roles.
This position will begin on July 11, 2022
About the job
Twilio is growing rapidly and seeking individuals to join our Customer Support organization supporting the Twilio product suite. Excellent customer service is one of the core values of our company and what our customers have come to expect and love about Twilio. We are looking for people that are technically savvy, customer focused, have outstanding communication skills, and are looking to grow with us.
Responsibilities
As a Technical Support Engineer you’ll:
Log customer interactions and tag/categorize issues accordingly
Identify ways for improving existing process and procedure
Provide product support for common customer inquiries received via the telephone, email and chat.
Assess the nature of product or service issues and resolve basic support problems
Bring up complex issues to more experienced team members
Qualifications
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:
Twilio is looking for individuals who live the
Twilio Magic
and have a deep rooted desire to provide great customer service to our customers. They also have:
Career break of 12 months or longer to care for a child or loved one.
Demonstrated experience in a technical field
Empathetic approach to troubleshooting and customer service
Excellent reading comprehension, listening, speaking and writing skills
Quick learner, willing to take initiative, passion for applied learning in a fast paced environment
Proven attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
Partner with Customer Success, Sales, Engineering and Product teams to resolve sophisticated problems and identify trends that could potentially have costly and far-reaching consequences
Fluent in the English language
Location
This role will be remote, based in the USA
This program is 100% virtual during the 16-week returnship program. Upon successful completion of the returnship, there is a possibility of an offer for full-time employment. A full-time offer will likely be based out of Denver, CO, Irvine, CA, San Francisco, CA, Atlanta, GA, or be fully remote in the US.
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.
Reimbursement Programs & Stipends
$500 one-time reimbursement to setup home office
$65 per month work-from-home stipend
Up to $50 per month for wellness expenses and activities
Up to $30 per month to use towards books/eBooks
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
*Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.
*If you are a Colorado applicant:
The estimated pay range for this role, based in Colorado, is $30 - $40 per hour.
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 for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

Company info

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