Technical Support Engineer – Level 2

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.

📋 Description

• Escalations, working directly with our users and Customer Success 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 & QA 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 • Reporting and knowledge base documentation expertise • Provide Email, Chat and Phone support to customers

🎯 Requirements

• Past billing experience, including analyzing the invoices • 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 Billing 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 RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions • Past experience in Zuora or any other financial management software

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program