Technical Support Engineer

Job description

About this role

This position is needed to support our customers with account administration and billing inquiries through effective troubleshooting, timely escalations, and cross-functional collaboration, ensuring we deliver world-class support to every Twilio customer. We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work. You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures. Twilio operates a 24/7 support model, so the ability to work weekends and holidays (as needed) may be required.

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

Qualifications and requirements

• - Knowledge of Excel, SQL and ZenDesk
• - Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own
• - 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
• - Past billing experience, including analyzing the invoices
• - Past experience in Zuora or any other financial management software