Technical Support Engineer 3
T
TwilioCommunications/SaaS
Remote - Ireland, 24/7 support model; requires ability to work weekends and holidays as needed.Full-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- SQLJiraMicrosoft ExcelSaaSZendeskTroubleshootingTechnical support
Requirements
- Proficient in troubleshooting principles with demonstrated experience using support tools (e.g., Zendesk, Excel, SQL, Splunk, JIRA).
- Strong time management skills with a proven track record of prioritizing high-volume caseloads to achieve SLA targets.
- Excellent verbal and written communication skills with the ability to explain complex technical and financial concepts.
- Ability to make sound decisions quickly and collaborate effectively across teams.
- Experience mentoring or guiding peers and advising on platform or process improvements.
- Ability to work weekends and holidays as needed in a 24/7 environment.
- Ability to work in a rotating shift schedule (e.g., Monday–Friday, Tuesday–Saturday, or Sunday–Thursday).
- Availability for occasional travel for in-person meetings.
- Background in investigating complex billing reconciliation, usage discrepancies, pricing issues, and account audits (Desired).
- Experience with Zuora or similar enterprise-grade financial management software (Desired).
- Past experience working in a SaaS B2B environment (Desired).
Responsibilities
- Manage and resolve everyday queue tickets, tackling complex account administration, billing inquiries, and escalated cases with minimal guidance.
- Recognize trends that cross product specialty areas, raising issues through the proper channels with suggested next steps.
- Fully document customer and internal interactions within tickets, capturing key technical details.
- Identify gaps in our customer-facing or internal documentation, writing original draft articles and training resources to help upskill the team.
- Identify areas where our support processes can be streamlined, reporting them with logical recommendations.
- Deliver support across multiple channels (such as email, chat, and phone), ensuring SLA compliance and high-quality interactions.
- Assist and guide peers in resolving complex concepts, helping maintain the "voice of Twilio".
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