Support Engineer

• Deliver top-tier customer service embodying Twilio’s values of empathy, warmth, and technical expertise
• Guide customers and partners through compliance, resolve account issues, and provide expert advice
• Use critical thinking to prevent fraud and ensure account security
• Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores
• Provide timely and concise updates on significant issues, incidents, and escalated cases and proactively communicate next steps to customers
• Continuously identify and implement process and procedure improvements to enhance customer experience in collaboration with global Onboarding and Compliance teams
• Serve as a key communicator and collaborator across Twilio departments to address urgent customer concerns and deliver effective solutions
• May be required to travel occasionally for project or team in-person meetings

Technical Support Expert II – Onboarding and Compliance

Technical Support Specialist

Technical Support Engineer

Technical Support Engineer

Integration Support Engineer

Agente de Soporte Técnico, Bilingüe