[Hiring] Technical Support Engineer @Twilio

Role Description

This position is needed to support our customers with account administration and billing inquiries through effective troubleshooting, timely escalations, and cross-functional collaboration, ensuring we deliver world-class support to every Twilio customer.

• Work on escalations, collaborating directly with our users and Customer Support 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 and testing and communicating the resolution.
• Report bugs to our Engineering teams, as well as helping to prioritize 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.
• Work on reporting and knowledge base documentation.
• Provide Email, Chat and Phone support to customers.

Qualifications

• Knowledge of Excel, SQL and ZenDesk.
• Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
• Ability to help, train and mentor team members, and advise on improvements for our 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 REST APIs with the ability to understand and troubleshoot issues with cloud solutions.

Requirements

• Past billing experience, including analyzing the invoices.
• Past experience in Zuora or any other financial management software.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• A retirement savings program.
• And much more. Offerings vary by location.

Company Description

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.