Role Description This position is needed for delivering award-winning support to Twilio customers, making this role critical to supporting our customer base. This role will partner with various technical support, customer success, account administration, and billing teams at Twilio, and it will be customer-facing. The ideal candidate is a strong communicator, enjoys diving deep into details, excels at using data and reporting, and has a sharp attention to detail. This position will support our Global Account Administration and Billing Support team by helping resolve customer escalations and addressing complex technical issues related to our billing platform, which includes both Twilio and SendGrid. In addition, the TSE3 identifies emerging customer issues, manages break/fix escalations, and resolves TSE pain points. Responsibilities - Investigate account administration, billing, pricing, and usage issues, and communicate findings to customers. - Partner with Customer Success, Sales, Engineering, and Product teams to resolve complex problems with potentially costly and far-reaching consequences. - Collect, document, and collate feedback for continuous improvement. - Own customer communication and ticket handling during account administration and billing-related incidents. - Evaluate various circumstances and apply credits or refunds as designated within policy. - Troubleshoot complex issues, including technical components, to ensure proper functionality. - Mentor TSEs and new hires to improve troubleshooting and customer-handling procedures. - Deliver training on specific topics to help the development of peers. - Assist team members with escalations and technical questions in real time through the appropriate channels (e.g., Slack, Zendesk, Jira). - Partner with Supportability Engineering (SE) on technical issues and advocate by sharing Voice of the Customer (VOC) feedback on product quality, emerging trends, escalations, and more. - Act as a point of contact for senior leadership escalation support when necessary. - Support the team with technical content creation and the management of appropriate FAQs, KCSs, macros, wiki pages, Jira tickets, etc. - Use data to recommend efficiency improvements to the Global Specialization Leader (GSL) to deliver excellent customer support. - Actively lead and drive continuous improvement initiatives to elevate the customer experience; this may include support tooling and TSE training. Qualifications - 5+ years of relevant experience. - Demonstrated experience in working successfully in fast-paced environments with a proven track record of delivering results. - Demonstrated experience with general accounting principles, billing, account reconciliation, or data analysis. - Experience with Salesforce, Zuora, or other financial management software. - Strong problem-solving and technical troubleshooting skills (demonstrated experience using JIRA). - Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs. - Excellent communication skills, including strong reading comprehension, listening, writing, and verbal expression. - Ability to professionally and diplomatically address customer concerns and provide concise feedback. - Ability to create, verify, identify gaps and process technical documents. - Ability to de-escalate tense or challenging customer situations in a live environment. Requirements - Proficiency with Excel, SQL, database queries, ZenDesk. - Knowledge and experience in tools like Airtable, Trello or Asana. - Working knowledge of JIRA with a plus for JIRA Administration. - Active contributor to self-help resources and content creation (Wiki, macros, KB, etc.). Location This role will be remote, and based in Colombia. Travel For this role, you may be required to travel occasionally to participate in project or team in-person meetings. Benefits - Competitive pay. - Generous time off. - Ample parental and wellness leave. - Healthcare. - A retirement savings program. - Offerings vary by location.

Role Description We are seeking an experienced Earnix Developer – Technical Lead to support pricing analytics and predictive modeling initiatives for a leading financial services client. The ideal candidate will have strong expertise in Earnix, data science, statistical modeling, and pricing optimization within the insurance or financial services industry. As a Technical Lead, you will work closely with business stakeholders, data scientists, and engineering teams to develop, implement, and optimize pricing models and analytical solutions that improve business performance. - Lead the design, development, and implementation of Earnix pricing solutions. - Develop and maintain predictive pricing models and analytics solutions. - Collaborate with business teams to gather requirements and translate them into technical solutions. - Analyze large datasets to support pricing strategies and business decision-making. - Build statistical and machine learning models for pricing optimization. - Develop dashboards and reports using Tableau or Power BI. - Perform data analysis using SQL and Python or R. - Provide technical leadership and mentor junior team members. - Work with cross-functional teams to ensure successful project delivery. - Support production issues and implement continuous improvements. This is a remote position. Company Description

Role Description Mercier Consultancy Group is currently seeking a motivated and technically minded French Speaking Technical Support Agent to join a prestigious consumer electronics brand operating remotely within Greece. This is an outstanding opportunity for French-speaking professionals who are passionate about technology and consumer electronics to deliver exceptional support to customers across the French-speaking world. Key Responsibilities - Provide expert technical support to French-speaking customers regarding consumer electronics products, including smartphones, tablets, smart home devices, audio equipment, and wearables. - Diagnose and troubleshoot hardware and software issues related to consumer electronics products via phone, email, and live chat channels. - Guide customers step-by-step through product setup, configuration, firmware updates, and connectivity troubleshooting in a clear and professional manner. - Log, track, and manage all customer interactions and technical cases accurately within the internal CRM system, ensuring timely follow-up and resolution. - Escalate complex or unresolved technical issues to the appropriate second-level support teams, ensuring seamless communication throughout the process. - Maintain an up-to-date working knowledge of the latest consumer electronics products, software releases, and technical updates relevant to the brand's portfolio. - Identify recurring technical issues and provide structured feedback to internal teams to help improve product documentation and support processes. - Consistently deliver a premium customer experience that reflects the high standards expected of a leading consumer electronics brand. Qualifications - Native or fluent French language skills (both spoken and written) are essential for this role. - A genuine interest in consumer electronics, technology, and digital products, with the ability to quickly learn and explain technical concepts to non-technical users. - Previous experience in a technical support, customer service, or helpdesk role is advantageous, preferably within a consumer electronics or technology-related environment. - Strong problem-solving skills with a patient, customer-first attitude and the ability to remain composed under pressure. - Comfortable working remotely with a reliable internet connection and a dedicated, distraction-free home working environment within Greece. - Good working knowledge of English is an asset for internal communication and training purposes. Requirements - Valid EU passport (mandatory requirement for this position). Benefits - Competitive Monthly Salary reflective of your skills and experience in the consumer electronics support sector. - Fully Paid Training programme to ensure you are fully equipped with the product knowledge and technical expertise required to excel in this role. - Comprehensive Health Insurance coverage from day one. - Fully Paid Relocation Package, including return flight, airport transfer, and hotel accommodation upon arrival in Greece. - Monthly Performance Bonus rewarding your dedication, quality of support, and customer satisfaction results. - 2 Extra Salaries Per Year in the form of a 13th and 14th salary. - A fully remote working arrangement within Greece. - Long-term career development opportunities within a globally respected organisation. How to Apply Are you a fluent French speaker with a passion for technology and consumer electronics, ready to take on an exciting new challenge? Click Apply Now to submit your application today, and a member of our dedicated recruitment team will be in touch to guide you through the next steps.

Role Description Estamos em busca de um(a) Líder Técnico com sólida experiência em C/C++ e Linux para atuar na sustentação de um ambiente crítico, liderando tecnicamente a resolução de incidentes, análise de performance e evolução da plataforma SASGC. Qualifications - Experiência avançada em C/C++ e Engenharia de Software. - Domínio de Linux, gerenciamento de processos, threads, memória, IPC, sockets e daemons. - Conhecimento avançado em Shell Script (Bash/Sh) para automação, tratamento de logs e monitoramento (awk, sed, grep). - Experiência com troubleshooting utilizando GDB, Valgrind, Strace, Lsof e análise de Core Dumps. - Vivência com ferramentas de build como Make, CMake ou similares. - Conhecimento em Oracle e PostgreSQL, incluindo análise e otimização de consultas. - Atuação na gestão técnica de incidentes críticos (P0/P1), garantindo alta disponibilidade dos sistemas. - Conhecimento em integrações via APIs, mensageria e troca de arquivos. Company Description