Technical Support Engineer 2 - Accounts and Billing

Summary

Join Twilio as a Technical Support Engineer 2 and support customers with account administration and billing inquiries. You will troubleshoot issues, escalate problems, collaborate with cross-functional teams, and ensure world-class support. The ideal candidate is a strong communicator, comfortable working with both technical and non-technical audiences. A firm understanding of web technology stacks and telecom experience is required. The role involves working a rotating shift schedule, including weekends and holidays as needed. You will report bugs, prioritize fixes, and contribute to knowledge base documentation. This remote position is based in Estonia.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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