Remote Technical Support Engineer – Billing & API

Twilio; Ireland; Remote; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Healthcare

Retirement savings program

Parental leave

Wellness leave

Generous time off

Job summary

Twilio, a remote-first company based in Ireland, is seeking a customer support professional to assist with account administration and billing inquiries. You will troubleshoot issues, escalate when needed, and collaborate with cross-functional teams to deliver world-class support to Twilio customers.

The role requires strong communication skills for both technical and non-technical audiences. You should be comfortable with the technology stacks common to the Web and have experience in telecom

Qualifications

• Knowledge of Excel, SQL and Zendesk.
• Ability to address customer concerns with empathy and diplomacy.
• Mentor team members and contribute improvements to the platform.
• Make sound decisions quickly and efficiently.
• Troubleshooting QoS issues and escalations to third parties.
• Respond to customer inquiries related to billing reconciliation.
• Investigate billing, pricing and usage issues and communicate findings.
• Strong knowledge of REST APIs and cloud solutions.
• Billing experience including analyzing invoices.
• Experience with Zuora or other financial management software.

Responsibilities

• Work on escalations with users and Support teams to resolve issues.
• Escalate critical issues and communicate resolutions to stakeholders.
• Report bugs to Engineering and help prioritize fixes.
• Clearly communicate issues to customers and internal teams.
• Verify that issues are resolved effectively.
• Streamline internal processes to scale support.
• Collaborate with Product, Support, and R&D to translate needs into solutions.
• Contribute to reporting and knowledge base documentation.
• Provide Email, Chat and Phone support to customers.

Skills

Customer communication

Empathy

Decision making

Troubleshooting

Mentoring teammates

Problem solving

Tools

Excel

SQL

Zendesk

REST APIs

Zuora

Job description

Twilio, a remote-first company based in Ireland, is seeking a customer support professional to assist with account administration and billing inquiries. You will troubleshoot issues, escalate when needed, and collaborate with cross-functional teams to deliver world-class support to Twilio customers.

The role requires strong communication skills for both technical and non-technical audiences. You should be comfortable with the technology stacks common to the Web and have experience in telecom