Technical Support Engineer 2

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 a rotating shift schedule, including weekend and holiday work as needed. You will work remotely from Ireland, with occasional travel for meetings. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.

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