9 дней назад
Technical Support Engineer (SQL/REST API)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Technical Support Engineer (SQL/REST API): Supporting customers with account administration, billing inquiries, escalations, and troubleshooting across Twilio’s communications platform with an accent on REST APIs, cloud solutions, QoS issues, and billing reconciliation. Focus on investigating complex service and usage problems, coordinating critical escalations, reporting bugs, and improving support processes across a 24/7 rotating schedule.
Location: Remote, based in Ireland. Occasional travel may be required for project or team meetings. The role operates on a 24/7 support model with rotating shifts, including possible weekend and holiday work.
Company
Twilio provides communications solutions that help businesses and developers create personalized customer experiences.
What you will do
- Handle customer and Customer Support escalations, troubleshooting issues across Twilio's platform.
- Escalate critical incidents, test resolutions, and communicate outcomes to customers and internal teams.
- Report bugs to Engineering and help prioritize fixes based on customer impact.
- Investigate billing reconciliation, pricing, usage, and account audit issues.
- Provide support through email, chat, and phone while verifying that issues are resolved.
- Improve support processes, reporting, knowledge-base documentation, and cross-functional solutions with Product Management, Support, and R&D.
Requirements
- Knowledge of Excel, SQL, and Zendesk.
- Strong customer communication skills with an empathetic, diplomatic approach to technical and non-technical audiences.
- Experience troubleshooting and resolving QoS issues, including escalations to third parties.
- Experience investigating billing, pricing, usage, and account audit issues.
- Strong knowledge of REST APIs and the ability to troubleshoot cloud solutions.
- Ability to make efficient decisions, mentor teammates, and contribute to platform improvements.
Nice to have
- Previous billing experience, including invoice analysis.
- Experience with Zuora or other financial management software.
Culture & Benefits
- Remote-first work with occasional in-person team, project, or customer meetings.
- Competitive pay and generous paid time off.
- Parental and wellness leave.
- Healthcare and retirement savings programs, with offerings varying by location.
- Opportunities to contribute to community volunteering and donation initiatives.
Hiring process
- Hiring decisions are made through a formal interview process with Twilio employees.
- Recruitment communications should come from an official twilio.com email address.
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