Technical Support Engineer - Level 3

The Challenge

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, email, chat mediums 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. 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.

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:

• 5+ years’ experience in a client-facing technical role, preferably in supporting REST API for enterprise software;
• Strong knowledge of REST API ecosystem;
• Ability to read code in at least one server-side language (C#, Java, Python, Node.js, Ruby, or PHP);
• Willing to work night shifts: 1am - 10am Romanian time and weekends;
• Strong problem-solving and technical troubleshooting skills;
• 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 address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own;
• Bachelor’s degree or equivalent work experience.

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!