Remote Technical Support Engineer – Billing & API Helpdesk

Twilio

Ireland

Remote

EUR 40,000 - 56,000

Full time

14 days+

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Job summary

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

The role requires strong communication with both technical and non-technical audiences by phone or email, with weekend/holiday coverage as needed. Ideal candidates have experience with REST APIs, Zendesk, Excel, and SQL, plus a

Qualifications

Knowledge of Excel, SQL and Zendesk.
Ability to address customer concerns in a friendly, diplomatic and empathetic way.
Ability to mentor teammates and recommend platform improvements.
Ability to make quick, sound decisions.
Experience troubleshooting QoS issues and escalations to third parties.
Respond to billing inquiries and audits; investigate billing, pricing and usage issues.

Responsibilities

Work on escalations with customers and Support teams to resolve issues.
Escalate critical issues and communicate resolutions to customers.
Report bugs to Engineering and prioritise fixes for customer satisfaction.
Clearly communicate issues to customers and internal teams.
Verify that issues are resolved and follow internal processes to scale support.
Collaborate with Product, Support and R&D to translate customer needs into solutions.
Assist with reporting and knowledge base documentation.
Provide Email, Chat and Phone support to customers.