Technical Support Engineer 2 - Accounts and Billing - Remote

Overview

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.

In Short

• Work on escalations, collaborating directly with users and Customer Support teams.
• Escalate critical issues to the appropriate internal channel.
• Report bugs to Engineering teams and prioritize fixes.
• Clearly communicate with customers about issues impacting their service.
• Effectively verify that issues have been resolved.
• Execute internal processes to streamline support.
• Partner with cross-functional teams to translate customer needs into solutions.
• Work on reporting and knowledge base documentation.
• Provide Email, Chat and Phone support to customers.

Requirements

• Knowledge of Excel, SQL and ZenDesk.
• Ability to address customer concerns in a friendly and empathetic way.
• Ability to help, train and mentor team members.
• Ability to make sound decisions quickly and efficiently.
• Experience with troubleshooting QoS issues.
• Respond to customer inquiries related to billing reconciliation.
• Investigate billing, pricing and usage issues.
• Strong knowledge of REST APIs.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.
• Opportunities for professional development.