技术支持工程师
Technical Support Engineer
我们是谁
在Twilio，我们正在塑造通信的未来，一切都在家中的舒适环境中进行。我们为数十万家企业提供创新解决方案，并赋能全球数百万开发者打造个性化的客户体验。
我们致力于远程优先的工作方式，以及强调联系和全球包容的文化，这意味着无论你身处何地，你都是一个充满活力的团队的一员，拥有多样化的经验，每天都在产生全球影响。随着我们继续革新世界互动的方式，我们不断学习新技能和经验，让工作真正令人满意。你的职业发展掌握在你自己手中。
招聘与我们的工作方式
我们使用人工智能（AI）来帮助提高招聘效率。但请注意，每个招聘决定都是由真正的Twilions做出的！
此外，虽然我们是一家远程优先的公司，但你可能会被要求偶尔亲自到场参加团队聚会、部门会议或客户会议。
职位简介
这个职位需要支持我们的客户，通过有效的故障排除、及时的升级和跨职能合作来处理账户管理和账单查询，确保我们为每位Twilio客户提供世界级的支持。
我们寻找一位热衷于解决复杂问题并享受帮助他人处理技术难题的人。你能够通过电话或电子邮件与技术人员和非技术人员进行有效沟通，并能理解来自不同背景的沮丧客户的感受。你喜欢与团队成员协作，帮助他们应对日常挑战，并能提出改进团队工作的想法。
你应该对Web生态系统中常见的技术栈有扎实的理解，并在电信环境中具有相关经验。你具备良好的时间管理能力，在动态的工作环境中高效完成工作，同时仍遵循标准流程和程序。
Twilio采用24/7支持模式，因此可能需要你在周末和节假日工作（根据需要）。实行轮班制度，你可能会被安排在周一至周五、周二至周六或周日到周四，工作时间为早上7点到下午4点、早上8点到下午5点或早上9点到下午6点，具体取决于业务需求。
职责
在这个职位中，你将：
- 处理升级问题，直接与我们的用户和客户服务团队合作解决问题，帮助客户成功
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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.
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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.
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About the job
This position is needed to support our customers with account administration and billing inquiries through effective troubleshooting, timely escalations, and cross-functional collaboration, ensuring we deliver world-class support to every Twilio customer.
We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.
You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures.
Twilio operates a 24/7 support model, so the ability to work weekends and holidays (as needed) may be required. A rotating shift schedule is in place, and you may be assigned to work Monday–Friday, Tuesday–Saturday, or Sunday–Thursday from 7AM to 4PM 8 AM to 5 PM or 9 AM to 6 PM, depending on business needs.
Responsibilities
In this role, you’ll:
- Work on escalations, collaborating directly with our users and Customer Support teams to solve problems and help them leverage all of Twilio’s platform functionality
- Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
- Report bugs to our Engineering teams, as well as helping to prioritize fixes to ensure customer satisfaction
- Clearly communicate with customers and other internal teams about issues impacting their service
- Effectively verify that issues have been resolved
- Execute internal processes to streamline and scale support
- Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
- Work on reporting and knowledge base documentation
- Provide Email, Chat and Phone support to customers
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
- Knowledge of Excel, SQL and ZenDesk
- Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own
- Ability to help, train and mentor team-members, and advise on improvements for our platform
- Ability to make sound decisions quickly and efficiently
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
- Respond to customer inquiries related to billing reconciliation and account audits
- Investigate billing, pricing and usage issues and communicate the findings to our customers
- Strong knowledge of REST API’s with the ability to understand and troubleshoot issues with cloud solutions
Desired:
- Past billing experience, including analyzing the invoices
- Past experience in Zuora or any other financial management software
Location
This role will be remote and based in Ireland.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
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?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
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.
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Stay alert to recruitment fraud
We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.
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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.