Because you belong at Twilio

The Who, What, Why and Where

Twilio is growing rapidly and seeking individuals to join our Customer Support organization that supports 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.

Who?

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:

  • Demonstrated interest 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
  • Demonstrated 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 complex problems and identify trends that could potentially have costly and far-reaching consequences
  • Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus
  • Graduate from Bachelor’s, Master’s or Bootcamp program between May 2020 - June 2021
  • Ability to work non-standard hours, including weekends, and on shift-based schedules as required

What?

As a Technical Support Engineer, you will live the Twilio Magic values:

  • WRITE IT DOWN:  Log customer interactions and tag/categorize issues accordingly 
  • DRAW THE OWL: Identify ways for improving existing process and procedure
  • BE AN OWNER: Provide product support for common customer inquiries received via the telephone, email and chat.
  • WEAR THE CUSTOMER'S SHOES: Assess the nature of product or service issues and resolve basic support problems
  • NO SHENANIGANS: Escalate complex issues to more experienced team members

Why?

We only succeed at Twilio when our customers succeed. An outstanding customer experience with our products as well as our service is an integral part of why customers choose Twilio, and your role is critical in ensuring the success here.

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 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 in Singapore. You will enjoy our office perks: daily lunch, endless snacks, parking, ergonomic desks, newly designed office space, and more.  You will also experience a company that believes in small teams for maximum impact; understands that this is a marathon, not a sprint; and continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.

About Us:

Millions of 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, video and email by virtualizing the world’s communications 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.

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International - Self-Identification of Demographic Information

Twilio invites you to self-identify your personal demographic information to help continue our mission to foster inclusivity and diversity in our workplace. In keeping with the Twilio Magic, our values set the foundation for how we act, how we make decisions and how we win. These values shape our work culture and demonstrate our dedication to ensuring everyone is welcomed and supported. We invite you to self-identify your gender. Completing this survey is voluntary and you may select “Decline to Disclose”, but we hope you choose to participate.

Your responses to this survey will also help Twilio live up to our commitment to build inclusive teams that reflect the communities we serve. Responding is completely optional and voluntary and does not affect your standing as a candidate.  Whatever your decision, it will not be used for the purposes of any employment decision. However, we do hope that you will participate because your responses help us measure the effectiveness of our outreach and recruitment. Any information you do provide is anonymized and stored separately from your application in a confidential file, and the information cannot be viewed by your interview team or hiring manager at any time.

We hope you will join us in our commitment and enthusiasm for making Twilio a place where everyone belongs!

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