Technical Support Engineer

🔥 7 minutes ago

🇮🇪 Ireland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Work on escalations with users and Customer Support teams to solve problems and help leverage Twilio platform functionality • Escalate critical issues through appropriate internal channels, ensuring timely response, testing, and communication of resolutions • Report bugs to Engineering and help prioritize fixes • Communicate with customers and internal teams about service-impacting issues • Verify that issues have been resolved • Execute internal processes to streamline and scale support • Partner with Product Management, Support, and R&D to translate customer needs and product feedback into solutions • Work on reporting and knowledge base documentation • Provide email, chat, and phone support

🎯 Requirements

• Knowledge of Excel, SQL and ZenDesk • Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way • Ability to help, train and mentor team-members, and advise on improvements for the platform • Ability to make sound decisions quickly and efficiently • Experience troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties • Experience responding to customer inquiries related to billing reconciliation and account audits • Experience investigating billing, pricing and usage issues and communicating findings to customers • Strong knowledge of REST APIs • Ability to understand and troubleshoot issues with cloud solutions • Firm understanding of technology stacks common to the Web ecosystem • Experience in a telecom environment • Ability to work weekends and holidays as needed • Ability to work a rotating shift schedule

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental leave • Wellness leave • Healthcare • Retirement savings program • Volunteering and donation support