Technical Support Engineer

Role overview This Technical Support Engineer position supports customers using a major communications platform, handling account administration and billing inquiries through troubleshooting and cross-functional collaboration. The role is part of a 24/7 support operation serving hundreds of thousands of businesses and millions of developers worldwide. It is ideal for a strong communicator who enjoys solving complex technical problems and empathizing with customers across diverse backgrounds.

Responsibilities - Work escalations directly with customers and Customer Support teams to resolve issues and enable full use of platform functionality - Route critical issues to appropriate internal teams, coordinate timely testing, and communicate resolutions back to customers - Report bugs to Engineering and help prioritize fixes that improve customer satisfaction - Investigate billing, pricing, and usage questions, including reconciliation and account audits, and share findings with customers - Provide email, chat, and phone support while contributing to reporting and knowledge base documentation - Partner with Product Management, Support, and R&D to translate customer feedback into new product solutions

Requirements - Working knowledge of Excel, SQL, and ZenDesk - Ability to troubleshoot and resolve Quality of Service issues, including escalations to third parties - Familiarity with REST APIs and the ability to diagnose issues in cloud-based solutions - Strong communication skills with both technical and non-technical audiences, including empathy with frustrated customers - Sound decision-making ability in a dynamic environment with a rotating shift schedule, including weekends and holidays as needed

Nice to have - Prior billing experience, including invoice analysis - Experience with Zuora or other financial management software

Benefits and work setup - Remote position based in Ireland, with occasional in-person team or customer meetings - Competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program (offerings vary by location)