Technical Support Engineer (Level 2) - Messaging

The Challenge

In this role, you will focus on providing friendly, professional customer service, while problem solving and communicating complex technical issues to both technical and non-technical audiences via phone, email and chat mediums.

We are looking for a customer service driven individual who demonstrates a high competency in communicating complex technical issues, and truly enjoying doing this.

Details

• Work on messaging email cases submitted by both individual developers and major brands
• Assist customers with troubleshooting message deliverability issues and debug customer code
• Speak with a customer on the phone and chat in order to guide them through the development of their SMS application
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack
• File Jira's to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards

About You

Must have:

• 4+ years’ experience in a client-facing technical role, preferably in supporting REST API or enterprise software
• Willing to work two concurent night shifts: 10pm - 7am/ 1am - 10am Romanian time and weekends
• Proficient written and verbal communication skills in English
• Bachelor’s degree or equivalent work experience
• Strong problem-solving and technical troubleshooting skills
• Familiarity with REST API ecosystem and ability to read code in at least one server-side language (C#, Java, Python, Node.js, Ruby, or PHP)
• Excellent reading comprehension, listening, and writing skills
• Ability to work in a fast changing environment and consistently adapt new approaches and apply new information in daily work
• People person with a huge desire to help others succeed
• Ability to professionally and diplomatically address customer concerns and provide concise feedback

Nice to have:

• Previous exposure or knowledge of Twilio products
• Telecommunications industry work experience
• Previous experience with JIRA, Zendesk, or similar ticketing systems
• Passionate about troubleshooting and root cause analysis

What We Offer

• Working with new technologies and modern work environment
• Continuous professional development through trainings
• Career advancement opportunities
• Incentives and also bonuses – financial and non-financial
• Referral bonuses
• Extra vacation days
• Work from home
• Private health insurance for you and your familly
• Meal tickets
• Various discounts for gym classes & other recreational activities
• Free office parking
• Good coffee, snacks and drinks at the office
• Social and team-building activities
• IntelligentBee way of working and way of life