Technical Support Engineer 3

Details

• Ticket Ownership: Spend the majority of your time managing and resolving everyday queue tickets, tackling complex account administration, billing inquiries, and escalated cases with minimal guidance.
• Incident & Trend Resolution: Recognize trends that cross product specialty areas, raising issues through the proper channels with suggested next steps.
• Documentation: Fully document customer and internal interactions within tickets, capturing key technical details.
• Knowledge Sharing: Identify gaps in our customer-facing or internal documentation, writing original draft articles and training resources to help upskill the team.
• Process Improvement: Identify areas where our support processes can be streamlined, reporting them with logical recommendations.
• Multi-Channel Engagement: Deliver support across multiple channels (such as email, chat, and phone), ensuring SLA compliance and high-quality interactions.
• Peer Mentorship: Assist and guide peers in resolving complex concepts, helping maintain the "voice of Twilio".
• Troubleshooting Expertise: Proficient in troubleshooting principles with demonstrated experience using support tools (e.g., Zendesk, Excel, SQL, Splunk, JIRA).
• Autonomy & Case Management: Strong time management skills with a proven track record of prioritizing high-volume caseloads to achieve SLA targets with little to no guidance.
• Clear Communication: Excellent verbal and written communication skills, with the ability to explain complex concepts clearly to both customers and internal partners.
• Decision-Making & Collaboration: Ability to make sound decisions quickly and collaborate effectively across teams.
• Mentorship: Experience mentoring or guiding peers and advising on platform or process improvements.
• Billing & Audit Experience: Background in investigating complex billing reconciliation, usage discrepancies, pricing issues, and account audits.
• Financial Software: Experience analyzing intricate multi-product invoices using Zuora or similar enterprise-grade financial management software.
• Industry Experience: Past experience working in a SaaS B2B environment.