Technical Support Engineer

SendGrid, Inc.; Ireland; Remote; EUR 42,000 - 64,000; Full time

Job summary

Twilio is seeking a remote Customer Support Specialist in Ireland to assist customers with account administration, billing inquiries, and troubleshooting. You will work across teams, communicate effectively with technical and non-technical audiences, and adapt to a dynamic environment.

We value clear problem-solving, empathy, and the ability to explain complex concepts using REST APIs and web services. Weekend shifts may be required to cover 24/7 support.

Qualifications

• Proficient in Excel, SQL and Zendesk to address customer inquiries.
• Strong communication to explain technical issues to non-technical users.
• Experience with troubleshooting and billing-related inquiries.

Responsibilities

• Handle escalations with users and Customer Support teams to resolve issues.
• Escalate critical issues to appropriate channels and communicate resolutions.
• Log bugs and coordinate with Engineering to prioritize fixes.
• Communicate clearly with customers and internal teams about service issues.
• Verify resolution of issues and streamline internal support processes.
• Collaborate with Product, Support, and R&D to translate client needs into solutions.
• Contribute to knowledge base and reporting, and provide Email, Chat and Phone support.

Skills

Excel

SQL

Zendesk

REST APIs

Job description

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.

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.

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.

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.

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.

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.