Product Support Specialist

Overview

We are looking for a developer with mobile SDK experience who wants to support customers both 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. You thrive in an environment where you can elevate the skills of those around you to enable them to develop and expand their capabilities. You realize that data is a powerful tool and you wield it effectively to identify issues, provide recommendations for improvement, and track the effectiveness of those changes.

We seek people who naturally demonstrate our values, who enjoy challenging problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.

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 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 cultivate ideas through regularly scheduled weeks focused on tackling hard problems as a team and as individuals. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us.

Where?

This position will be located in our beautiful office at 375 Beale Street in San Francisco or any US remote location.

About us:

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.