Remote Senior Technical Support Engineer (Accounts & Billing)

Twilio; Ireland; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Generous time off

Parental and wellness leave

Healthcare

Retirement savings program

Job summary

Twilio is seeking a Technical Support Engineer 3 - Accounts & Billing in a remote Ireland-based role. You will support customers with complex account administration and billing inquiries, resolving challenging requests, and collaborating across teams to ensure high-quality support.

The role requires strong communication, the ability to prioritize a high-volume caseload, and willingness to work a rotating 24/7 on-call schedule. Remote-friendly with a focus on Ireland.

Qualifications

• Proficient in troubleshooting principles with supported tools exposure.
• Strong time management with high-volume case handling to meet SLA.
• Excellent verbal and written communication, able to explain complex concepts clearly.

Responsibilities

• Ticket ownership: manage and resolve queue tickets, handle complex account and billing inquiries.
• Identify incidents/trends across product areas and raise issues with recommended next steps.
• Fully document customer and internal interactions in tickets with key technical details.
• Create draft articles and training materials to upskill the team.
• Suggest process improvements with logical recommendations to streamline support.
• Deliver multi-channel support (email, chat, phone) while maintaining SLA and quality.
• Mentor peers in resolving complex concepts and uphold the Twilio voice.

Skills

Troubleshooting

Autonomy

Clear communication

Decision making

Mentorship

Tools

Zendesk

Excel

SQL

Splunk

JIRA

Job description

Twilio is seeking a Technical Support Engineer 3 - Accounts & Billing in a remote Ireland-based role. You will support customers with complex account administration and billing inquiries, resolving challenging requests, and collaborating across teams to ensure high-quality support.

The role requires strong communication, the ability to prioritize a high-volume caseload, and willingness to work a rotating 24/7 on-call schedule. Remote-friendly with a focus on Ireland.