Technical Support Engineer

TwilioCommunications/Telecom

Remote - Ireland, Rotating shift schedule: Monday–Friday, Tuesday–Saturday, or Sunday–Thursday from 7AM to 4PM, 8AM to 5PM, or 9AM to 6PMFull-TimeMiddle

Salary not disclosed

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Job Details

Required Skills: SQLMicrosoft ExcelRESTful APIsZendesk

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 our platform
Ability to make sound decisions quickly and efficiently
Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
Respond to customer inquiries related to billing reconciliation and account audits
Investigate billing, pricing and usage issues and communicate the findings to our customers
Strong knowledge of REST API’s with the ability to understand and troubleshoot issues with cloud solutions

Responsibilities

Work on escalations, collaborating directly with our users and Customer Support teams to solve problems and help them leverage all of Twilio’s platform functionality
Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
Report bugs to our Engineering teams, as well as helping to prioritize fixes to ensure customer satisfaction
Clearly communicate with customers and other internal teams about issues impacting their service
Effectively verify that issues have been resolved
Execute internal processes to streamline and scale support
Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
Work on reporting and knowledge base documentation
Provide Email, Chat and Phone support to customers

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