Technical Support Engineer

Responsibilities

• Understands and resolves complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel.
• Identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas.
• Communicate complex concepts to customers. Anticipates customer questions and proactively responds with suggestions
• Identifies and responds to customer escalations. Effectively work multiple support channels (chat, phone, social, etc). Work on one concurrency chat.
• Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets. Meet SLA requirements per channel/role
• Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution
• Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers
• Mentor or provide training to other team members in case management best practices.
• Thoroughly document every customer interaction (email, phone, chat, side-channel communications). Thoroughly document every internal interaction (research, cross-team engagement). Captures technical details (logs, splunk queries, JIRA details, etc), and provides internal commentary, troubleshooting steps throughout the…
• Manage incidents effectively during on-call shifts. While on-call triage SDM Escalations

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