Remote - Ireland
Remote
Mid Level
Full Time
remotetechnical supportcustomer serviceAPI supportprogrammable messaging
Requirements
- •Bachelor’s degree or equivalent work experience
- •2+ years of experience in a client-facing technical role, preferably supporting REST API or enterprise software
- •Firm understanding of 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 provide concise feedback
- •Ability to de-escalate tense/tough customer situations in a live environment
- •Excellent reading comprehension, listening, and writing skills
What You'll Do
- •Support customers' use of Twilio’s Programmable Messaging product
- •Act as a subject matter expert for Twilio’s Programmable Messaging API
- •Provide friendly, professional customer service
- •Problem-solve and communicate complex technical issues to technical and non-technical audiences via phone, email, and chat
- •Work on messaging email cases from individual developers and major brands
- •Assist customers with troubleshooting message deliverability issues and debug customer code
- •Guide customers through the development of their SMS application via phone and chat
- •Collaborate with teammates and Twilio Product and Engineering teams via Slack
- •File Jira tickets to report reproducible bugs
- •Review internal knowledge base to stay updated with industry shifts and standards
- •Work with manager to surface customer problems to assist in process improvement
Nice to Have
- •Previous exposure or knowledge of Twilio products
- •Coding experience in any language (reading and debugging)
- •Previous experience with JIRA or a similar ticketing system
Benefits
- •Competitive pay
- •Generous time off
- •Ample parental and wellness leave
- •Healthcare
- •Retirement savings program
About Twilio
Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API.
San Francisco, CA, US
5000 - 10000
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