Technical Support Engineer 2
New
T
TwilioCommunications platforms or SaaS
Remote - IrelandFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- Data AnalysisJiraRESTful APIsZendeskServiceNowLooker
Requirements
- 2+ years of experience in a technical support environment.
- Ability to work non-standard, on-call rotation weekend and holiday hours.
- Experience with troubleshooting customer issues.
- Proficient in ticket management, customer service, and documentation.
- Strong problem-solving skills and technical aptitude.
- Familiarity with APIs, data analysis tools, Zendesk, and Jira.
- Demonstrated ability to manage competing priorities in a high-volume environment.
- Effective cross-functional collaboration skills.
- Excellent written and verbal communication skills.
- Experience supporting communications platforms or SaaS products (desired).
- Experience in a rapidly growing or high-change environment (desired).
- Previous remote or distributed team experience (desired).
- Experience with Looker, Zuora, ServiceNow, and payment processor tools (desired).
- Multilingual abilities (desired).
Responsibilities
- Troubleshoot and resolve technical issues for Twilio customers via support tickets.
- Manage high ticket volumes to ensure timely responses and resolution within SLAs.
- Escalate complex incidents to internal teams and collaborate on solutions.
- Document troubleshooting steps and customer interactions accurately.
- Partner cross-functionally to improve support processes and customer outcomes.
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