Technical Support Engineer

Overview

Technical Support Engineer role supporting customers with account administration and billing inquiries for Twilio’s platform.

What you'll do

• Handle escalations in collaboration with users and Customer Support teams to resolve issues.
• Escalate critical issues to internal channels, including timely response, testing, and resolution communication.
• Report bugs to Engineering and help prioritize fixes.
• Communicate clearly with customers and internal teams about service-impacting issues.
• Verify issues are resolved and execute support processes to streamline and scale support.
• Provide Email, Chat, and Phone support to customers.

What you'll need

• Knowledge of Excel, SQL, and ZenDesk.
• Ability to address customer concerns with empathy and friendly, diplomatic feedback.
• Ability to help, train, and mentor team members and advise on platform improvements.
• Ability to make sound decisions quickly and efficiently.
• Experience troubleshooting and resolving QoS (Quality of Service) issues, including third-party escalations.
• Ability to investigate billing, pricing, and usage issues and communicate findings.
• Strong knowledge of REST APIs for understanding and troubleshooting cloud solutions.

Details

• Location: Remote in Ireland; occasional travel for in-person meetings may be required.
• 24/7 support model with a rotating shift schedule and potential weekend/holiday work.