Summary
Join Twilio as a Technical Support Engineer 2 and support customers with account administration and billing inquiries. You will troubleshoot issues, escalate problems, collaborate with cross-functional teams, and ensure world-class support. The ideal candidate is a strong communicator, comfortable working with both technical and non-technical audiences. A firm understanding of web technology stacks and telecom experience is required. The role involves working a rotating shift schedule, including weekends and holidays as needed. You will report bugs, prioritize fixes, and contribute to knowledge base documentation. This remote position is based in Estonia.
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 APIβs 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 Twilioβs 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
Preferred Qualifications
- Past billing experience, including analyzing the invoices
- Past experience in Zuora or any other financial management software
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
Disclaimer: Please check that the job is real before you apply. Applying might take you to another website that we don't own. Please be aware that any actions taken during the application process are solely your responsibility, and we bear no responsibility for any outcomes.