At a glance
- Experience
- 3+ years experience
- Workplace
- Remote
- Location
- Ireland
About the role
- Join the Support team at Twilio as a Technical Support Engineer 2 and provide excellent technical support to users of the Email platform.
- Assess the nature of product or service issues, resolve complex support problems, and serve as a point of escalation for middle complex issues.
Responsibilities
- Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat.
- Assess the nature of product or service issues and resolve a variety of complex support problems.
- Log customer interactions and tag/categorize issues accordingly.
- Resolve a monthly volume of tickets consistent
- Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary.
- Identify ways to improve existing processes and procedures.
- Mentor newer members of the Customer Support team with customer issues.
- Contribute content to knowledge base to support team and customer enablement
- Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed
- Incident report and Oncall
Requirements
- 3+ years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies
- A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback
- Experience communicating complex technical issues to both technical and non-technical audiences via phone or email
- Strong, creative problem solving skills
- Quick learner, willing to take initiative, and has great follow through
- A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
- A high-energy, optimistic outlook and positive attitude
- An empathetic approach to troubleshooting and customer service
- A demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
- Willing to work from 8.00 AM to 5.00 PM Ireland Local time Sunday - Thursday.
Preferred qualifications
- Reading/Debugging HTML (a plus)
- SQL (a plus)
- Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing)
- Postman or other APIs client
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
Workplace
- Remote-first company
- May be required to travel occasionally to participate in project or team in-person meetings
Skills
- HTML
- SQL
- SFDC
- QuickBooks
- Zuora
- Postman
