Technical Support Engineer 2
Job description
Technical Support Engineer 2 on Twilio's Support team, providing technical support to users of the Email platform. The role handles customer inquiries, escalations, and mentoring of newer support team members.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Ireland
What you'll do
- 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
- Other duties as required
- Incident report and Oncall
What we're looking for
- 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
- Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in
- Self Motivation - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others
- Focus - Achieve what they set out to do before launching new initiatives. Complete company-linked goals and tasks, not simply to be busy and active
- Willing to work from 8.00 AM to 5.00 PM Ireland Local time Tuesday - Saturday
Nice to have
- 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
Your team
Support team
Provides technical support to users of the Email platform
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
- And much more. Offerings vary by location
Apply
Direct apply at Twilio
Opens the job posting at Twilio
About Twilio
We're shaping the future of communications, all from the comfort of our homes
Twilio is a remote-first company with a strong culture of connection and global inclusion. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Mission
We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Key facts
- Remote-first work
- Strong culture of connection and global inclusion
- Uses Artificial Intelligence (AI) to help make our hiring process efficient
- Every hiring decision is made by real Twilions
- Values called Twilio Magic
- Supports employee volunteering and donation efforts
What they value
- Wearing the customer's shoes
- Twilio Magic