Technical Support Expert

Job not on LinkedIn

🕒 July 17

🇨🇴 Colombia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

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

• Investigate account administration, billing, pricing, and usage issues, and communicate findings to customers • Partner with Customer Success, Sales, Engineering, and Product teams to resolve complex problems with potentially costly and far-reaching consequences • Own customer communication and ticket handling during account administration and billing-related incidents • Evaluate various circumstances and apply credits or refunds as designated within policy • Troubleshoot complex issues, including technical components, to ensure proper functionality • Mentor TSEs and new hires to improve troubleshooting and customer-handling procedures • Deliver training on specific topics to help the development of peers • Assist team members with escalations and technical questions in real time through the appropriate channels (e.g., Slack, Zendesk, Jira) • Partner with Supportability Engineering (SE) on technical issues and advocate by sharing Voice of the Customer (VOC) feedback on product quality, emerging trends, escalations, and more • Act as a point of contact for senior leadership escalation support when necessary • Support the team with technical content creation and the management of appropriate FAQs, KCSs, macros, wiki pages, Jira tickets, etc. • Use data to recommend efficiency improvements to the Global Specialization Leader (GSL) to deliver excellent customer support • Actively lead and drive continuous improvement initiatives to elevate the customer experience; this may include support tooling and TSE training

🎯 Requirements

• 5+ years of relevant experience • Demonstrated experience in working successfully in fast-paced environments with a proven track record of delivering results • Demonstrated experience with general accounting principles, billing, account reconciliation, or data analysis • Experience with Salesforce, Zuora, or other financial management software. • Strong problem-solving and technical troubleshooting skills (demonstrated experience using JIRA) • Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs • Excellent communication skills, including strong reading comprehension, listening, writing, and verbal expression • Ability to professionally and diplomatically address customer concerns and provide concise feedback • Ability to create, verify, identify gaps and process technical documents • Ability to de-escalate tense or challenging customer situations in a live environment

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program