Technical Support Engineer

7 days ago

Singapore Twilio Full time

**See yourself at Twilio**:
Join the team as our next Technical Support Engineer - Segment at Twilio.

**Who we are & why we're hiring**:
Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports 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 the job**:
We're looking for a
**passionate engineer with customer facing experience**, who loves helping people, solving problems, and wants to be a major factor in the success of our customers. This position is for someone who is technical and experienced in web development, but also wants to stay close to customers at a fast-moving startup. Daily, you're likely to interact with multiple languages, web frameworks, APIs, data warehouses, SQL queries, and more. One customer might be combining web data with iOS data, while another sends point of sale purchases through a Go backend to multiple analytics tools and a data warehouse. Every problem is unique, and in a normal day you might interact with dozens of languages, analytics and marketing tools, and third party APIs.

The main responsibility of a success engineer is to provide answers, share standard methodologies and solve technical issues that Segment customers are facing. Most customer interactions happen within Zendesk, with a few phone calls, in-person meetings, and Slack chats sprinkled in. Success Engineers also spend time improving documentation, building scalable resources and finding ways to more effectively and when possible proactively resolve customer questions. You'd be joining a team of talented individuals that care deeply about Segment's customers, partners, each other and the broader community. We judge ourselves on how well we serve each of those stakeholders. So if you enjoy working with smart people and helping to build a company that cares about quality, you've found the right place.

**Responsibilities**:

- Help customers utilize Segment's API across many platforms (web, mobile, server)
- Maximize the value generated from the many destinations Segment supports
- Maintain customer promises by keeping tickets updated
- Utilize feedback to improve customer experience and debugging strategies
- Improve team efficiency by creating internal content and improving public documentation
- Take our support tooling and analysis to the next level by building simulators and visualizations
- Work closely with the product team and partners to improve customer satisfaction
- Become a guide on the code base and functionality of the Segment platform, libraries, and integrations. And help improve it
- Participate in an on-call rotation to support our Enterprise level customers with paid support plans

**Qualifications**:

- Experience working with sophisticated clients on a technical product, bonus points if it was enterprise software in a related industry
- Ability to effectively communicate technical concepts and identify patterns in customer experience
- Solid client-side Javascript skills and experience working with APIs and server-side languages
- Basic understanding of SQL, query-writing skills is a big asset
- Strong commitment to learning the ins and outs of a complicated technical product
- Ability to take part in an on-call rotation, requiring some availability outside of standard business hours

**Location**:
This role will be located in our Singapore office.

**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.

**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.

If this role isn't what you're looking for, please consider other open positions.

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