Technical Support Engineer

• 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

• 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

• Competitive pay
• Generous time off
• Ample parental leave
• Wellness leave
• Healthcare
• Retirement savings program
• Volunteering and donation support