Technical Support Engineer 2
New
T
TwilioEmail software
This role will be remote, and based in Ireland., Ireland local timeFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years experience in a client-facing customer/technical support role
- Required Skills
- SQLHTMLSalesforceSaaSQuickBooksPostmanTechnical supportCustomer support
Requirements
- Have 3+ years of experience in a client-facing customer or technical support role supporting Email, Communications, SaaS, or related technologies.
- Demonstrate customer focus, empathy, active listening, and the ability to address customer concerns diplomatically and provide feedback.
- Communicate complex technical issues to technical and non-technical audiences by phone or email.
- Bring strong problem-solving skills and the ability to take initiative and follow through.
- Remain calm and effective under higher workloads, prioritizing work and evaluating situational urgency.
- Show attention to detail and the ability to ramp up on new products, technologies, and evolving customer or business needs.
- Be accountable, self-motivated, and focused on completing goals and tasks.
- Be willing to work 8:00 AM to 5:00 PM Ireland local time, Tuesday through Saturday.
- HTML reading and debugging experience is a plus.
- SQL experience is a plus.
- Experience with SFDC, QuickBooks, Zuora, or other financial management software and financial principles is a plus for some Billing roles.
- Experience with Postman or another API client is a plus.
Responsibilities
- Provide product support for customer inquiries received by telephone, email, social media, and chat.
- Assess product or service issues and resolve complex support problems.
- Log customer interactions and tag or categorize issues.
- Resolve a monthly volume of tickets consistent with expectations.
- Serve as the escalation point for moderately complex support issues and escalate to Product and Engineering as needed.
- Identify ways to improve support processes and procedures.
- Mentor newer members of the Customer Support team on customer issues.
- Contribute knowledge-base content for support and customer enablement.
- Manage ticket queues and work toward Support SLAs and CSAT goals.
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