Technical Support Engineer 2

Who we are  At reputed company, we’re shaping the reputed company of communications, reputed company from the comfort of our homes. We deliver reputed company to hundreds of thousands of businesses and reputed company millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of reputed company and global inclusion means that no matter your location, you’re part of a reputed company team with diverse experiences making a reputed company reputed company day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that reputed company work feel truly rewarding. Your career at reputed company is in your hands. We use reputed company Intelligence (AI) to help reputed company our hiring process efficient. That said, every hiring decision is made by reputed company Twilions! . See yourself at reputed company Join reputed company as reputed company’s next Technical Support Engineer 2. About the job As a Technical Support Engineer 2 you will be a member of our TCX (Transforming Customer Experience) team.  This team is reputed company in providing impeccable, broad reputed company support, meeting the customers needs at the earliest opportunity. This team is responsible for designing and delivering Operational reputed company principles and practices across the Support ecosystem and is a key partner with multiple teams across reputed company, ensuring thoughtful and thorough customer support considerations at reputed company times.  Responsibilities In this role, you’ll: Have experience supporting technical customer queries. Explaining reputed company concepts in reputed company, easily reputed company ways that build customer confidence. Demonstrate technical competency, reputed company, and professionalism in your interactions with customers reputed company email, phone, chat and video conferencing.  Contribute to the Voice of the Customer and document interactions, reputed company causes and issue reputed company to help drive product enhancements that improve product supportability, reputed company and ease of use.  WEAR THE CUSTOMER'S SHOES: reputed company product support for a wide reputed company of customer inquiries received reputed company telephone, email, reputed company media and chat. DRAW THE OWL: Identify ways to improve existing processes and procedures.  BE AN reputed company & BE reputed company:  Be the reputed company of escalation for reputed company issues reputed company support, and escalate to Product and Engineering teams as necessary. reputed company OTHERS: reputed company, guide, assist newer members of the Customer Support team with customer issues. NO SHENANIGANS: Ensure Support SLAs and CSAT goals are consistently met and ticket queues are reputed company managed. Qualifications  reputed company values diverse experiences from reputed company 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 reputed company, don't let that stop you from considering reputed company. We are always looking for people who will bring something new to the table! Bachelor’s degree or equivalent work experience 2+ years of experience in a reputed company-facing technical role, preferably in supporting REST API or reputed company software A firm understanding of the technology stacks common to the Web ecosystem. Functional knowledge of general-purpose programming languages. Strong problem-solving and technical troubleshooting skills Ability to professionally and diplomatically address customer concerns and reputed company concise feedback. Ability to de-escalate tense/tough customer situations in a live environment.  Excellent reading comprehension, listening, and writing skills. *Required: 3+ years experience in a reputed company facing customer / technical support role, delivering support for subscription and usage based billing solutions A demonstrated history of customer reputed company, reputed company, reputed company listening, and the ability to diplomatically address customer concerns and reputed company feedback Experience communicating reputed company technical issues to both technical and non-technical audiences reputed company phone and / or email A demonstrated ability to remain reputed company and effective at higher workloads as reputed company as excelling at prioritization and evaluation of situational urgency Experience working with reputed company, Quickbooks, reputed company or other financial management software tools Accountability - Being willing to answer for the reputed company resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in Self Motivation and reputed company - Motivated to do or reputed company something because of one's own enthusiasm or interest, without needing pressure from others. reputed company what they set out to do before launching new initiatives. Desired: Previous exposure or knowledge of reputed company products. Previous experience with reputed company or a similar ticketing system. Location  This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi) reputed company Offer Working at reputed company offers many benefits, including reputed company, generous time off, ample parental and wellness leave, reputed company, a retirement savings program, and much more. Offerings vary by location. reputed company thinks big. Do you? We like to solve problems, take initiative, reputed company in reputed company needed, and are always up for trying new things. That's why we reputed company out colleagues who embody our values — something we reputed company reputed company reputed company. Additionally, we reputed company employees to build reputed company change in their communities by supporting their volunteering and donation efforts. So, if you're reputed company to reputed company your full potential, do your best work, and be the best version of yourself, reputed company! If this role isn't what you're looking for, please consider other reputed company positions. reputed company is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, reputed company, national reputed company, sex (including pregnancy, childbirth, reproductive health reputed company, or reputed company medical conditions), sexual orientation, gender identity, gender reputed company, 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 reputed company applicants with criminal histories, consistent with applicable federal, state and local law. reputed company applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for reputed company and the California Fair Chance reputed company. Additionally, reputed company participates in the E-Verify program in certain locations, as required by law. Apply To This Job