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Technical Support Engineer 2

Work from home

Remote role where the employee must remain based in a particular country.

Listed for Ireland

From the employer's advert: Willing to work from 8.00 AM to 5.00 PM Ireland Local time Tuesday - Saturday.

Employer listed it 4 days ago · Added 4 weeks ago

Been open since 4 weeks ago, still being checked, but it has been live a while.

Salary

Not stated

Location

Listed for Ireland

Timezone

Not stated

Contract

Full-time

Experience

Mid

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Not mentioned in the advert
Where you can work from: We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Contract: Not mentioned in the advert
Experience asked for: 3+ years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies
Pay: Not mentioned in the advert

Remote flexibility

Work from home

This is a remote role, but the employee must be based in Ireland. It is work from home rather than work from anywhere.

What the employer says

Source listing states candidate location: "Remote - Ireland"
Job description states: "based in Ireland."

What Nomaders makes of it

Payroll and tax are likely handled in that country only

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Experience: employer states

Written as a requirement

“Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.”

Written as a nice-to-have

“Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing)”

Questions worth asking: Nomaders interpretation

No pay is stated. Ask for the salary range before investing time in interviews.
The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. .

Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. .

See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 2.

About the job

This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company and excellent Support is what our customers have come to expect and love about Twilio. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading!

Responsibilities

In this role, you will:

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

Qualifications

Requirements

·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

Benefits

·Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
·Twilio thinks big. Do you?
·So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
·Stay alert to recruitment fraud

How to apply

1Check the flexibility label above, work from home, matches where you plan to live and work.
2Tailor your CV to the role at Twilio, mentioning your remote working experience.
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 26d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.