Technical Support Engineer 2 - Accounts and Billing
See yourself at Twilio
Join the team as Twilio’s next Technical Support Engineer 2 - Accounts & Billing.
About the job
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.
We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.
You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures.
Twilio operates a 24/7 support model, so the ability to work weekends and holidays (as needed) may be required. A rotating shift schedule is in place, and you may be assigned to work Monday–Friday, Tuesday–Saturday, or Sunday–Thursday from 7AM to 4PM 8 AM to 5 PM or 9 AM to 6 PM, depending on business needs.
Responsibilities
In this role, you’ll:
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
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
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 API’s with the ability to understand and troubleshoot issues with cloud solutions
Desired:
Past billing experience, including analyzing the invoices
Past experience in Zuora or any other financial management software
Location
This role will be remote and based in Estonia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
About the job
Apply for this position
Technical Support Engineer 2 - Accounts and Billing
See yourself at Twilio
Join the team as Twilio’s next Technical Support Engineer 2 - Accounts & Billing.
About the job
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.
We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.
You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures.
Twilio operates a 24/7 support model, so the ability to work weekends and holidays (as needed) may be required. A rotating shift schedule is in place, and you may be assigned to work Monday–Friday, Tuesday–Saturday, or Sunday–Thursday from 7AM to 4PM 8 AM to 5 PM or 9 AM to 6 PM, depending on business needs.
Responsibilities
In this role, you’ll:
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
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
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 API’s with the ability to understand and troubleshoot issues with cloud solutions
Desired:
Past billing experience, including analyzing the invoices
Past experience in Zuora or any other financial management software
Location
This role will be remote and based in Estonia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.