Technical Support Engineer (Level 2) - Messaging

Technical Support Team

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

Apply Right Now!

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