Technical Support Engineer

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

📋 Description

• Collaborate with users and Customer Support teams to address escalations, resolve issues, and maximize the functionalities of the Twilio platform.

• Elevate critical concerns through the appropriate internal channels, ensuring prompt responses, testing, and communication regarding resolutions.

• Report bugs to the Engineering team and assist in prioritizing fixes.

• Maintain communication with customers and internal teams regarding issues that affect service.

• Confirm that identified issues have been successfully resolved.

• Implement internal processes to enhance and scale support operations.

• Collaborate with Product Management, Support, and R&D to convert customer needs and product feedback into actionable solutions.

• Work on documentation for reporting and the knowledge base.

• Provide support via email, chat, and phone channels.

⛳️ Requirements

• Proficiency in Excel, SQL, and ZenDesk.

• Capability to address customer inquiries and offer feedback in a friendly, diplomatic, and empathetic manner.

• Skill in assisting, training, and mentoring team members while advising on platform enhancements.

• Ability to make quick and effective decisions.

• Experience in troubleshooting and resolving Quality of Service (QoS) issues, including escalations to third-party entities.

• Background in responding to customer queries related to billing reconciliation and account audits.

• Experience in investigating billing, pricing, and usage concerns and conveying findings to customers.

• Strong understanding of REST APIs.

• Ability to comprehend and troubleshoot issues related to cloud solutions.

• Solid knowledge of technology stacks commonly found in the web ecosystem.

• Experience in a telecommunications environment.

• Willingness to work weekends and holidays as necessary.

• Availability to work on a rotating shift schedule.

🏝️ Benefits

• Competitive compensation.

• Generous time-off policies.

• Comprehensive parental leave.

• Wellness leave options.

• Healthcare benefits.

• Retirement savings program.

• Support for volunteering and donations.