Technical Support Engineer 3

See yourself at Twilio

Join the team as Twilio's next Technical Support Engineer 3 - Accounts & Billing

About the job

This position is needed to support our customers with complex account administration and billing inquiries. As a TSE3, you will help resolve more challenging customer requests, navigate incident criticality, and work collaboratively across teams to ensure we deliver high-quality support.

We are looking for someone who enjoys resolving complex issues and proactively anticipating customer questions with helpful suggestions. You are a strong, clear communicator who can explain complex technical and financial concepts simply to both technical and non-technical audiences. You are comfortable recommending paths to resolution when issues arise, participating in cross-team projects, and helping to mentor team members.

You have a solid understanding of the technology stacks common to the Web ecosystem. You have strong prioritization skills and can manage your caseload independently to meet SLA targets in a dynamic environment.

Shift & On-Call Requirements: Twilio operates a 24/7 support model, so the ability to work weekends and holidays (as needed) is required. You will also participate in the Technical Support on-call rotation with a high level of autonomy. A rotating shift schedule is in place (e.g., Monday-Friday, Tuesday-Saturday, or Sunday-Thursday across various daytime windows) depending on business needs.

Responsibilities

In this role, you'll:

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

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• Troubleshooting Expertise: Proficient in troubleshooting principles with demonstrated experience using support tools (e.g., Zendesk, Excel, SQL, Splunk, JIRA).
• Autonomy & Case Management: Strong time management skills with a proven track record of prioritizing high-volume caseloads to achieve SLA targets with little to no guidance.
• Clear Communication: Excellent verbal and written communication skills, with the ability to explain complex concepts clearly to both customers and internal partners.
• Decision-Making & Collaboration: Ability to make sound decisions quickly and collaborate effectively across teams.
• Mentorship: Experience mentoring or guiding peers and advising on platform or process improvements.

Desired:

• Billing & Audit Experience: Background in investigating complex billing reconciliation, usage discrepancies, pricing issues, and account audits.
• Financial Software: Experience analyzing intricate multi-product invoices using Zuora or similar enterprise-grade financial management software.
• Industry Experience: Past experience working in a SaaS B2B environment.

Location

This role will be remote and based in Ireland.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.