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<h1> <strong>See yourself at Twilio</strong> </h1> <p> <span style="font-weight:400;">Join the team as our next Customer Success Engineer for Segment (a part of Twilio).</span> </p> <h1> <strong>Who we are &amp; why we’re hiring</strong> </h1> <p> <span style="font-weight:400;">Twilio powers real-time business communications and data solutions that help</span> <a href="https://customers.twilio.com/"> <span style="font-weight:400;">companies and developers worldwide</span> </a> <span style="font-weight:400;"> build better applications and customer experiences.</span> </p> <p> <span style="font-weight:400;">Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports</span> <a href="https://www.twilio.com/company/diversity"> <span style="font-weight:400;">diversity, equity &amp; inclusion</span> </a> <span style="font-weight:400;"> 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.</span> </p> <h1> <strong>About the job</strong> </h1> <p> <span style="font-weight:400;">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.</span> </p> <p> <span style="font-weight:400;">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 on a normal day, you might interact with dozens of languages, analytics and marketing tools, and third-party APIs.</span> </p> <p> <span style="font-weight:400;">The main responsibility of a Customer 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. Customer Success Engineers also spend time improving documentation, building scalable resources, and finding ways to more effectively, and when possible, proactively resolve customer questions.</span> </p> <p> <span style="font-weight:400;">You’d be joining a team of hard-working 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 customers. So if you enjoy working with smart people and helping to build a company that cares about quality, you’ve found the right place.</span> </p> <h1> <strong>Responsibilities</strong> </h1> <h2> <strong>In this role, you’ll:</strong> </h2> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Help customers utilize Segment’s API across many platforms (web, mobile, server)</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Increase the value generated from the many destinations Segment supports</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Maintain customer promises by keeping tickets updated</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Use feedback to improve customer experience and debugging strategies</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Improve team efficiency by creating internal content and improving public documentation</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Take our support tooling and analysis to the next level by building simulators and visualizations</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Work closely with the product team and partners to improve customer satisfaction</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Become a guide on the codebase and functionality of the Segment platform, libraries, and integrations. And help improve it!</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Participate in an on-call rotation to support our Enterprise level customers with paid support plans</span></li> </ul> <h1> <strong>Qualifications</strong> </h1> <p> <span style="font-weight:400;">Not 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 hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!</span> </p> <h2> <strong>Required:</strong> </h2> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Experience working with sophisticated clients on a technical product, bonus points if it was enterprise software in a related industry</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Ability to effectively communicate technical concepts and identify patterns in customer experience</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Proven client-side Javascript skills and experience working with APIs and server-side languages</span></li> <li style="font-weight:400;"><span style="font-weight:400;">A basic understanding of SQL, query-writing skills is a big asset</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Strong commitment to learning the ins and outs of a complicated technical product</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Ability to take part in an on-call rotation, requiring some availability outside of standard business hours</span></li> </ul> <h1> <strong>Location</strong> </h1> <p> <span style="font-weight:400;">This role will be remote and based in Australia or Singapore.</span> </p> <h1> <strong>What We Offer</strong> </h1> <p> <span style="font-weight:400;">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.</span> </p> <h1> <strong>Twilio thinks big. Do you?</strong> </h1> <p> <span style="font-weight:400;">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</span> <a href="https://www.twilio.com/company/values"> <span style="font-weight:400;"> Twilio Magic</span> </a> <span style="font-weight:400;">. Additionally, we empower employees to build</span> <a href="https://www.twilio.org/impact-fund/"> <span style="font-weight:400;"> positive change in their communities</span> </a> <span style="font-weight:400;"> by supporting their volunteering and donation efforts.</span> </p> <p> <span style="font-weight:400;">So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!</span> </p> <p> <span style="font-weight:400;">If this role isn't what you're looking for,</span> <a href="https://www.twilio.com/company/jobs#open-positions"> <span style="font-weight:400;">please consider other open positions</span> </a> <span style="font-weight:400;">.</span> </p> <h1> <strong>Location dependent information</strong> </h1> <h2> <strong>APAC applicants:</strong> </h2> <ul> <li style="font-weight:400;"><span style="font-weight:400;">A market competitive salary will be offered.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Additionally, this role is eligible to participate in Twilio's equity plan.</span></li> </ul> <p> <span style="font-weight:400;">The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the region. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, paid sick time, paid personal time off, paid parental leave.</span> </p><div class="content-conclusion"> <div> <div> <div> <div> <div> <p><strong>Twilio is proud to be an equal opportunity employer.</strong>Twilio is proud to be an Equal Employment Opportunityand Affirmative Actionemployer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.</p> <p>Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability,pleasecontact us at<a href="mailto:accommodation@twilio.com" target="_blank">accommodation@twilio.com</a>.</p> </div> </div> </div> </div> </div> </div>