Technical Support Engineer

📋 Description

• Possess experience in assisting with technical customer inquiries.

• Articulate complex ideas in a straightforward manner that fosters customer confidence.

• Exhibit technical expertise, empathy, and professionalism in communications with customers through email, phone, chat, and video conferencing.

• Contribute to the Voice of the Customer by documenting interactions, identifying root causes, and resolving issues to facilitate product improvements that enhance supportability, quality, and usability.

• STEP INTO THE CUSTOMER'S SHOES: Offer product support for a diverse range of customer inquiries received via phone, email, social media, and chat.

• THINK OUTSIDE THE BOX: Identify opportunities to refine current processes and procedures.

• TAKE INITIATIVE & BE BOLD: Serve as the escalation point for complex support issues and escalate to Product and Engineering teams when necessary.

• EMPOWER OTHERS: Mentor, guide, and assist newer members of the Customer Support team with customer-related challenges.

• MAINTAIN INTEGRITY: Ensure that Support SLAs and CSAT objectives are consistently achieved and that ticket queues are effectively managed.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Over 2 years of experience in a client-facing technical position, ideally in supporting REST API or enterprise software.

• A solid understanding of the technology stacks prevalent in the Web ecosystem.

• Functional knowledge of general-purpose programming languages.

• Strong analytical and technical troubleshooting capabilities.

• Ability to address customer concerns professionally and diplomatically, providing clear feedback.

• Capacity to de-escalate challenging customer situations in real-time.

• Exceptional reading comprehension, listening, and writing abilities.

• At least 3 years of experience in a client-facing customer/technical support role, particularly in delivering support for subscription and usage-based billing solutions.

• A proven track record of customer focus, empathy, active listening, and the ability to diplomatically resolve customer issues and provide constructive feedback.

• Experience in conveying complex technical issues to both technical and non-technical audiences via phone and/or email.

• A demonstrated capacity to maintain composure and effectiveness under high workloads, as well as excel in prioritization and assessing situational urgency.

• Familiarity with Salesforce, Quickbooks, Zuora, or other financial management software tools.

• Accountability - Willingness to take responsibility for the outcomes resulting from personal choices, behaviors, and actions, taking ownership of the situations they are involved in.

• Self-Motivation and Focus - Driven to achieve goals due to personal enthusiasm or interest, without needing external pressure; committed to accomplishing objectives before initiating new initiatives.

• Prior exposure to or knowledge of Twilio products.

• Previous experience with Zendesk or a comparable ticketing system.

🏝️ Benefits

• Competitive salary.

• Generous time off policies.

• Comprehensive parental and wellness leave.

• Healthcare benefits.

• Retirement savings program.

• And much more.