Technical Support Engineer – Level 2

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

📋 Description

• Handle escalations by collaborating directly with our users and Customer Success teams to address issues and enable them to utilize all functionalities of Twilio’s platform.

• Elevate critical problems to the appropriate internal teams, ensuring a prompt response while testing and communicating the solutions effectively.

• Report bugs to our Engineering and QA teams, assisting in prioritizing fixes to maintain customer satisfaction.

• Maintain clear communication with customers and other internal teams regarding issues that impact their services.

• Thoroughly verify the resolution of issues.

• Implement internal processes to enhance and scale support operations.

• Collaborate with cross-functional teams, including Product Management, Support, and R&D, to translate customer business requirements and product feedback into innovative solutions.

• Possess expertise in reporting and knowledge base documentation.

• Provide customer support through Email, Chat, and Phone channels.

⛳️ Requirements

• Previous experience in billing, including invoice analysis.

• Proficiency in Excel, SQL, and ZenDesk.

• Capability to address customer concerns and offer feedback in a friendly, diplomatic, and empathetic manner; treating customer issues as if they were your own.

• Ability to assist, train, and mentor team members, along with advising on enhancements for our Billing platform.

• Capacity to make quick and effective decisions.

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

• Respond to customer inquiries regarding billing reconciliation and account audits.

• Investigate billing, pricing, and usage discrepancies, and communicate findings to our customers.

• Strong understanding of RESTful APIs with the ability to diagnose and troubleshoot issues related to cloud solutions.

• Previous experience with Zuora or any other financial management software.

🏝️ Benefits

• Competitive pay.

• Generous time off.

• Ample parental and wellness leave.

• Healthcare.

• Retirement savings program.