Twilio4 дня назад
Staff, Technical Support Engineer
Зарплата не указана
Remote - Ireland
Обязанности
- 01Address and deconstruct highly sophisticated customer inquiries across various live and digital support channels
- 02Distill intricate technical concepts into clear communications, balancing professional empathy with the necessary sense of urgency
- 03Proactively identify potential customer friction points to mitigate escalations before they arise
- 04Take decisive action to resolve critical issues rapidly while remaining strictly within established SLA parameters
- 05Maintain meticulous records of every interaction, ensuring technical artifacts—such as Splunk queries, JIRA tickets, and logs—are thoroughly captured
- 06Demonstrate a commitment to “writing it down” by updating team knowledge bases and internal troubleshooting guides throughout the case lifecycle
- 07Harness the power of Twilio’s AI suites and internal automation tools to streamline customer workflows and enhance communication efficiency
- 08Empower others through mentorship on case management excellence
- 09Actively contribute to the growth of the team by leading the onboarding of new Twilions and designing structured technical training modules
- 10Collaborate and network across functional silos, partnering with Engineering, Product, and Sales—as well as external partner organizations—to architect the solutions our customers require
- 11Diagnose systemic operational hurdles and champion innovative process improvements
- 12Exhibit a “Drawing the Owl” mindset by leading technical projects that allow the support organization to operate at a global scale
Требования
- 017+ years of relevant experience with API or enterprise software, including technical troubleshooting experience
- 02Intermediate proficiency in programming languages (such as C#, Java, JavaScript, Ruby, PHP, Python, or React.js) and REST APIs, including basic experience using REST API tools like Postman
- 03Good knowledge of SQL and Data Analysis using analytics tools (such as Looker, Tableau, CloudZero Dashboard, etc.)
- 04Strong networking connectivity knowledge and PCAP analysis, including skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
- 05Fluency in English (verbal, comprehension, listening, and writing) with high competency in communicating complex technical issues to both technical and non-technical audiences via phone, chat, or email
- 06Strong analytical and decision-making skills, combined with advanced case management, excellent time management, and the ability to de-escalate difficult or complex customer situations in a live environment
- 07Proficiency in troubleshooting issues using DevTools and a core understanding of SSO/Auth0
- 08Understanding of Cloud Technologies (AWS, GCP & Azure) and Serverless platforms (Lambda)
- 09Availability to work on weekends or holidays as needed
Условия
- 01Remote role based in Ireland
- 02Competitive pay
- 03Generous time-off
- 04Ample parental and wellness leave
- 05Healthcare
- 06Retirement savings program