Technical Support Engineer – Level 3

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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

• Spend the majority of your time managing and resolving everyday queue tickets, tackling complex account administration, billing inquiries, and escalated cases with minimal guidance. • Recognize trends that cross product specialty areas, raising issues through the proper channels with suggested next steps. • Fully document customer and internal interactions within tickets, capturing key technical details. • Identify gaps in our customer-facing or internal documentation, writing original draft articles and training resources to help upskill the team. • Identify areas where our support processes can be streamlined, reporting them with logical recommendations. • Deliver support across multiple channels (such as email, chat, and phone), ensuring SLA compliance and high-quality interactions. • Assist and guide peers in resolving complex concepts, helping maintain the "voice of Twilio".

🎯 Requirements

• Proficient in troubleshooting principles with demonstrated experience using support tools (e.g., Zendesk, Excel, SQL, Splunk, JIRA) • Strong time management skills with a proven track record of prioritizing high-volume caseloads to achieve SLA targets with little to no guidance • Excellent verbal and written communication skills, with the ability to explain complex concepts clearly to both customers and internal partners • Ability to make sound decisions quickly and collaborate effectively across teams • Experience mentoring or guiding peers and advising on platform or process improvements • Background in investigating complex billing reconciliation, usage discrepancies, pricing issues, and account audits (desired) • Experience analyzing intricate multi-product invoices using Zuora or similar enterprise-grade financial management software (desired) • Past experience working in a SaaS B2B environment (desired)

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Opportunities to build relationships with customers