Technical Support Engineer
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Job Description
Technical Support Engineer helping Twilio customers resolve billing, account, QoS, and cloud platform issues. Escalating incidents and partnering with Twilio’s Support, Engineering, Product, and R&D teams.
Responsibilities:
- Work on escalations with users and Customer Support teams to solve problems and help leverage Twilio platform functionality
- Escalate critical issues through appropriate internal channels, ensuring timely response, testing, and communication of resolutions
- Report bugs to Engineering and help prioritize fixes
- Communicate with customers and internal teams about service-impacting issues
- Verify that issues have been resolved
- Execute internal processes to streamline and scale support
- Partner with Product Management, Support, and R&D to translate customer needs and product feedback into solutions
- Work on reporting and knowledge base documentation
- Provide email, chat, and phone support
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 the platform
- Ability to make sound decisions quickly and efficiently
- Experience troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
- Experience responding to customer inquiries related to billing reconciliation and account audits
- Experience investigating billing, pricing and usage issues and communicating findings to customers
- Strong knowledge of REST APIs
- Ability to understand and troubleshoot issues with cloud solutions
- Firm understanding of technology stacks common to the Web ecosystem
- Experience in a telecom environment
- Ability to work weekends and holidays as needed
- Ability to work a rotating shift schedule
Benefits:
- Competitive pay
- Generous time off
- Ample parental leave
- Wellness leave
- Healthcare
- Retirement savings program
- Volunteering and donation support
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