Technical Support Engineer 3

This is a fully remote position, open to applicants in India.

📋 Description

• Understands and effectively addresses intricate customer inquiries through various communication methods such as phone, email, chat, side channels, and live support.

• Identifies opportunities for customer adoption and upselling, making the necessary connections.

• Develops expertise in multiple specialized areas.

• Communicates complicated concepts clearly to customers.

• Anticipates customer inquiries and proactively offers suggestions.

• Recognizes and addresses customer escalations.

• Efficiently manages multiple support channels, including chat, phone, and social media.

• Engages in one concurrent chat session.

• Prioritizes the support queue based on status, urgency, and customer entitlement.

• Adheres to guidelines for prioritizing workload to meet SLA compliance targets.

• Meets SLA expectations for each communication channel and role.

• Follows established protocols for tagging, categorizing, and merging support tickets.

• Utilizes runbooks, wikis, macros, and various tools to resolve tickets efficiently.

• Escalates issues to senior technical staff to facilitate ticket resolution.

• Utilizes Twilio's AI tools and other automation resources (macros and related tools) to assist and communicate with customers effectively.

• Mentors or trains fellow team members on best practices for case management.

• Diligently documents every interaction with customers, including email, phone, chat, and side-channel communications.

• Effectively manages incidents during on-call shifts.

• Actively participates in initiatives aimed at process improvement.

⛳️ Requirements

• 5-7 years of relevant experience.

• Demonstrated experience in roles such as Technical Support Engineer, Application Support, or Support Engineer, particularly in supporting complex software products or platforms.

• Strong programming and scripting troubleshooting capabilities in at least one of the following: JavaScript (preferably with Node.js), Python, or Java.

• Experience with APIs or enterprise software, along with technical troubleshooting skills.

• Solid understanding of networking and real-time communication technologies, including VoIP, SIP, WebRTC, TCP/UDP networking fundamentals, and TLS/SSL.

• Strong debugging and troubleshooting skills across various areas, including application logs, API calls, network traces (packet captures, basic analysis), and browser developer tools for web-based products.

• Proficient in English with strong verbal, comprehension, listening, and writing skills.

• Availability to work non-standard shifts, including on-call rotation, weekends, and holiday hours.

• Ability to diplomatically address customer concerns and provide constructive feedback.

🏝️ Benefits

• Competitive salary.

• Generous time-off policies.

• Comprehensive parental and wellness leave.

• Healthcare benefits.

• Retirement savings program.

• Various additional benefits.