Escalation Engineer, EMEA

Job Description

See yourself at TwilioJoin the team as our next Escalation EngineerWho we are & why we?re hiringTwilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.Although were headquartered in San Francisco, were 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 were looking for more builders, creators, and visionaries to help fuel our growth momentum.About the jobSupport Escalations is a critical function within Twilio Support that focuses on ensuring our customers can get the most critical help they need from Twilio at the most important time. An ideal Escalation Engineer is a resourceful expert with a positive outlook and calm demeanor, and most important of all, a strong desire to help customers succeed. This candidate must be equally adept at liaising with internal teams e.g. Support, Account Executives, Customer Success Managers, and Engineering teams to quarterback an escalated situation and drive rapid resolution or impact mitigation for complex issues. The successful candidate will work on a weekend shift (Sunday to Thursday or Tuesday to Saturday).ResponsibilitiesIn this role, you?ll:

• Participate in Support Escalation on-call rotation. Respond to incoming escalations and determine the best course of action to unblock customers by partnering with subject matter experts.
• Own and drive the escalation experience. Manage stakeholder communication by providing regular updates to both customers and internal stakeholders.
• Record case summary and update escalation logs with clear next steps to keep the status of an escalation up to date to drive internal alignment.
• Partner with the Account Team on post-escalation discussions with customers and serve as the customer advocate to champion feedback and betterments to Product and Engineering.
• Analyze, report and surface escalation trends to Support leadership and the global Escalations function.
• Develop and maintain cross-team escalation processes to reduce resolution time on business critical escalations.
• Assist and cooperate with Support Managers to manage escalations from top customers, working cross functionally and engage key stakeholders to drive effective communication and resolution.
• Serve as a back-up resource to drive major outage events and cover incident responses and communications on weekends.

QualificationsNot 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 hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!Required:

• 4+ years? experience in enterprise technical support, professional services or related customer facing roles
• Strong can-do mentality and willingness to participate in on-call rotation and embrace the critical and time-sensitive nature of escalations and incidents.
• Ability to work effectively with Front Line Support Engineers as well as participate in other cross-team engagements to expedite resolution to hot issues.
• Strong business insight and executive presence, and the ability to manage executive-level communications on critical or sensitive issues.
• Excellent customer service skills, and possess a high degree of logic, tact and patience under pressure while maintaining a positive attitude.
• Ability to work independently with little direct supervision and as a part of a team.
• Highly motivated by challenges and passionate about conducting post mortems to identify process gaps and propose betterments.
• Must be willing to work on a weekend shift.

Desired:

• Previous experience as an Escalation Engineer or Technical Account Manager in fast-paced environments.
• Prior telecom (Carrier, SIP, PBX) or messaging platform experience.

LocationThis role will be located in our Bangalore, IN office. No travel is anticipated.What We OfferThere 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. Thats 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 youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!If this role isnt what youre looking for, please consider other open positions.

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