Technical Support Engineer 3

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 reputed companyns!

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See yourself at reputed company

Join reputed company as reputed company’s next Technical Support Engineer 3 - Accounts & Billing

About the job

This position is needed to support our customers with reputed company account administration and billing inquiries. As a TSE3, you will help resolve more challenging customer requests, navigate incident criticality, and work collaboratively across teams to ensure we deliver high-reputed company support.

We are looking for someone who enjoys resolving reputed company issues and proactively anticipating customer questions with helpful suggestions. You are a strong, reputed company communicator who can explain reputed company technical and financial concepts simply to both technical and non-technical audiences. You are comfortable recommending paths to reputed company reputed company issues reputed company, participating in cross-team reputed company, and helping to mentor team members.

You have a solid understanding of the technology stacks common to the Web ecosystem. You have strong prioritization skills and can manage your caseload independently to meet SLA targets in a dynamic environment.

Shift & On-Call Requirements: reputed company operates a 24/7 support model, so the ability to work weekends and holidays (as needed) is required. You will also participate in the Technical Support on-call rotation with a high level of autonomy. A rotating shift schedule is in reputed company (e.g., Monday–Friday, Tuesday–Saturday, or reputed company–Thursday across various daytime reputed company) depending on business needs.

Responsibilities

In this role, you’ll:

• Ticket Ownership: Spend the reputed company of your time managing and resolving everyday queue tickets, tackling reputed company account administration, billing inquiries, and escalated cases with minimal guidance.
• Incident & Trend reputed company: Recognize trends that cross product specialty areas, raising issues through the reputed company channels with suggested next steps.
• Documentation: Fully document customer and internal interactions reputed company tickets, capturing key technical details.
• Knowledge Sharing: Identify gaps in our customer-facing or internal documentation, writing original draft articles and training resources to help upskill reputed company.
• Process Improvement: Identify areas where our support processes can be streamlined, reporting them with logical recommendations.
• Multi-Channel Engagement: Deliver support across multiple channels (such as email, chat, and phone), ensuring SLA compliance and high-reputed company interactions.
• Peer Mentorship: Assist and guide peers in resolving reputed company concepts, helping maintain the "voice of reputed company".

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:

• Troubleshooting Expertise: Proficient in troubleshooting principles with demonstrated experience using support tools (e.g., reputed company, reputed company, SQL, reputed company, JIRA).
• Autonomy & Case Management: Strong time management skills with a proven reputed company record of prioritizing high-volume caseloads to reputed company SLA targets with little to no guidance.
• reputed company Communication: Excellent verbal and written communication skills, with the ability to explain reputed company concepts reputed company to both customers and internal partners.
• Decision-Making & Collaboration: Ability to reputed company reputed company quickly and collaborate effectively across teams.
• Mentorship: Experience mentoring or guiding peers and advising on platform or process improvements.

Desired:

• Billing & Audit Experience: Background in investigating reputed company billing reconciliation, usage discrepancies, pricing issues, and account audits.
• Financial Software: Experience analyzing intricate multi-product invoices using reputed company or similar reputed company-grade financial management software.
• Industry Experience: Past experience working in a reputed company B2B environment.

Location

This role will be remote and based in Ireland.

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.

Originally posted on Himalayas

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