Technical Support Engineer II, eSign
Docusign
JavaScriptjQueryPHPPythonSQL
Technical Support Expert II – Onboarding and Compliance
Twilio
full-time
Posted on:
Origin: • 🇨🇴 Colombia
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
JavaScriptPHPSplunkSQL
About the role
- Deliver top-tier customer service embodying Twilio’s values of empathy, warmth, and technical expertise
- Guide customers and partners through compliance, resolve account issues, and provide expert advice
- Use critical thinking to prevent fraud and ensure account security
- Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores
- Provide timely and concise updates on significant issues, incidents, and escalated cases and proactively communicate next steps to customers
- Continuously identify and implement process and procedure improvements to enhance customer experience in collaboration with global Onboarding and Compliance teams
- Serve as a key communicator and collaborator across Twilio departments to address urgent customer concerns and deliver effective solutions
- May be required to travel occasionally for project or team in-person meetings
Requirements
- Fluency in English & Spanish
- Solid technical skills: experience in common enterprise OSs
- Experience providing ticket support
- Experience providing live support: chat, phone, Zoom or similar
- Experience with using Knowledge Database tools to search databases, create custom queries, and generate reports
- Demonstrated history of customer focus and empathy; ability to communicate complex issues to technical and non-technical audiences
- Eagerness to learn new things, build expertise and support others
- Experience handling escalations effectively and efficiently
- Willingness to work weekends and holidays as needed (advance notice provided)
- Proven time management skills and ability to work under pressure without constant supervision
- Ability to identify process and team improvements and create/curate documentation
- Basic scripting knowledge (JS, PHP) and markup languages (HTML, XML)
- 2+ years of experience working cases in compliance, fraud, or abuse (desired)
- Experience with compliance/fraud tooling, rules engines, and interpreting reports (desired)
- Experience with Splunk, DataDog, SQL or other database/query/reporting tools (desired)
