Technical Support Engineer 2

📋 Description

• Escalations with users and Customer Success to solve problems and leverage Twilio platform
• Escalate critical issues to internal channels, ensuring timely response and resolution communication
• Report bugs to Engineering and QA, helping prioritize fixes to ensure customer satisfaction
• Clearly communicate with customers and internal teams about issues impacting service
• Verify that issues have been resolved
• Execute internal processes to streamline and scale support

🎯 Requirements

• Past billing experience, including analyzing invoices
• Knowledge of Excel, SQL and Zendesk
• Ability to address customer concerns with empathy and diplomacy
• Strong knowledge of RESTful APIs and troubleshooting cloud solutions
• Past experience in Zuora or other financial management software
• Troubleshooting QoS issues and escalations to third parties

🎁 Benefits

• Competitive pay and comprehensive benefits
• Generous time off and parental leave
• Healthcare and retirement savings program
• Wellness leave and other time-off options
• Volunteer and community impact opportunities
• Offerings vary by location