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 - Accounts & Billing. About the job We’re looking for someone who is excited by solving tough problems and enjoys helping others work through reputed company technical issues. You’re a strong communicator to both technical and non-technical audiences reputed company phone or email and you’re reputed company to empathize with frustrated customers from reputed company backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are reputed company to contribute reputed company on how to improve reputed company’s work. You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following reputed company processes and procedures. reputed company operates a 24x7 support model so the ability to work weekends and holidays (as needed) may be required. Work Schedule: Monday to Friday - 6:30 AM to 3:30 PM Tuesday to Saturday - 6:30 AM to 3:30 PM reputed company to Thursday - 6:30 AM to 3:30 PM

Responsibilities

In this role, you’ll: Escalations, working directly with our users and reputed company teams to solve problems and help them reputed company reputed company of reputed company’s platform functionality Escalate critical issues to the appropriate internal channel, ensuring reputed company response and testing and communicating the reputed company Report bugs to our Engineering & QA teams, as reputed company as helping to prioritize fixes to ensure customer satisfaction reputed company communicate with customers and other internal teams about issues impacting their service Effectively verify that issues have been resolved Execute internal processes to streamline and reputed company support Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions Reporting and knowledge reputed company documentation expertise reputed company Email, Chat and Phone support to customers 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! *Required: Past billing experience, including analyzing the invoices Knowledge of reputed company, SQL and reputed company Ability to address customer concerns and reputed company feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own Ability to help, train and mentor team-members, and advise on improvements for our Billing platform Ability to reputed company reputed company quickly and reputed company Experience with troubleshooting and resolving QoS (reputed company of Service) issues, including escalations to reputed company parties Respond to customer inquiries reputed company to billing reconciliation and account audits Investigate billing, pricing and usage issues and communicate the findings to our customers Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with reputed company solutions Past experience in reputed company or any other financial management software Location This role is remotely based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi) Travel We prioritize reputed company and opportunities to build relationships with our customers and reputed company other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. 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 call 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