Technical Support Engineer 2

Role Overview

At Twilio, we’re shaping the future of communications. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. We are looking for a Technical Support Engineer - Accounts & Billing who is excited by solving tough problems and enjoys helping others work through complex technical issues. You must be a strong communicator to both technical and non-technical audiences and possess empathy for frustrated customers. This role requires collaboration, strong time management, and the ability to work efficiently in a dynamic environment.

Twilio operates a 24x7 support model, so flexibility regarding weekend and holiday shifts may be required.

Responsibilities

• Handle escalations, working directly with users and Customer Success teams to solve problems and help them leverage all of Twilio’s platform functionality.
• Escalate critical issues to the appropriate internal channel, ensuring timely response, testing, and communication of the resolution.
• Report bugs to our Engineering & QA teams, and assist in prioritizing fixes to ensure customer satisfaction.
• Clearly communicate with customers and other internal teams about issues impacting their service.
• Effectively verify that issues have been resolved.
• Execute internal processes to streamline and scale support.
• Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions.
• Expertise in reporting and knowledge base documentation.
• Provide Email, Chat and Phone support to customers.

Requirements

Twilio values diverse experiences. We encourage all qualified candidates to apply.

• Past billing experience, including analyzing invoices.
• Knowledge of Excel, SQL and ZenDesk.
• Ability to address customer concerns in a friendly, diplomatic, and empathetic way.
• Ability to help, train, and mentor team members, and advise on improvements for our Billing platform.
• Ability to make sound decisions quickly and efficiently.
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
• Respond to customer inquiries related to billing reconciliation and account audits.
• Investigate billing, pricing, and usage issues and communicate the findings to our customers.
• Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions.
• Past experience in Zuora or any other financial management software.