Technical Support Engineer @Twilio

Overview

This remote position at Twilio involves supporting customers with account administration and billing inquiries. The role emphasizes effective troubleshooting, timely escalations, and collaboration to ensure world-class support.

Key Responsibilities

• Collaborate directly with users and Customer Support teams to address escalations and enhance platform functionality.
• Escalate critical issues to internal channels, ensuring timely responses and resolutions.
• Report bugs to the Engineering teams and prioritize fixes to ensure customer satisfaction.
• Communicate clearly with customers and internal teams about service-impacting issues.
• Verify resolutions to issues effectively.
• Execute internal processes for streamlining support operations.
• Work with cross-functional teams to translate customer needs into new solutions.
• Assist with reporting and knowledge base documentation.
• Provide support via Email, Chat, and Phone.

Requirements

• Required:
  • Knowledge of Excel, SQL, and ZenDesk.
  • Ability to address customer concerns empathetically and diplomatically.
  • Experience with troubleshooting and resolving Quality of Service issues.
  • Respond to inquiries related to billing and account audits.
  • Strong knowledge of REST APIs and cloud solutions.
  • Ability to make sound decisions efficiently.
• Desired:
  • Experience with billing and financial management software like Zuora.

Benefits

Working at Twilio includes competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and more. Offerings may vary by location.

Location

This role is remote and based in Ireland.

How to Apply

To apply, please visit the Twilio careers page or refer to this link.

Deadline

No specific deadline stated.