Technical Support Engineer, Platform and Applications

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

📋 Description

• Understands and addresses intricate customer requests through various channels including phone, email, chat, side channel, and live support.

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

• Articulates complex concepts effectively to customers.

• Anticipates customer inquiries and proactively offers suggestions.

• Identifies and manages customer escalations.

• Efficiently handles multiple support channels (chat, phone, social media, etc.).

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

• Adheres to guidance in prioritizing caseload to meet SLA compliance targets.

• Achieves SLA requirements specific to each channel/role.

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

• Utilizes runbooks, wikis, macros, and other tools for efficient ticket resolution.

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

• Employs Twilio's AI tools and other automated solutions (macros and related tools) to enhance communication and efficiency with customers.

• Provides mentorship or training to fellow team members on best practices for case management.

• Diligently documents every customer interaction (email, phone, chat, side-channel communications).

• Thoroughly records all internal interactions (research, cross-team engagement), capturing technical details (logs, Splunk queries, JIRA details, etc.) and providing internal commentary and troubleshooting steps throughout the case.

• Adheres to established guidelines for tagging, categorizing, and merging tickets.

• Contributes to the development of Knowledge articles.

• Effectively manages incidents during on-call shifts.

• Triages SDM escalations while on-call.

• Actively participates in initiatives aimed at process improvement.

⛳️ Requirements

• 2-4 years of relevant experience.

• Proven background in a Technical Support Engineer, Application Support, or Support Engineer role, providing support for complex software products or platforms.

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

• Experience with APIs or enterprise software, including technical troubleshooting skills. Hands-on experience with web technologies and APIs, including REST APIs, HTTP protocol concepts, API testing tools such as Postman or curl, and Webhooks.

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

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

• Fluency in English (verbal, comprehension, listening, and writing).

• Availability for non-standard shifts, weekend rotations, and on-call duties during weekends and holidays.

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

🏝️ Benefits

• Competitive pay.

• Generous time off.

• Ample parental and wellness leave.

• Healthcare benefits.

• Retirement savings program.

• 15% anticipated travel to connect with customers in-person.