Remote Technical Support Engineer - Billing & Escalations

SendGrid, Inc.; Ireland; Remote; EUR 42,000 - 64,000; Full time

Job summary

Twilio is seeking a remote Customer Support Specialist in Ireland to assist customers with account administration, billing inquiries, and troubleshooting. You will work across teams, communicate effectively with technical and non-technical audiences, and adapt to a dynamic environment.

We value clear problem-solving, empathy, and the ability to explain complex concepts using REST APIs and web services. Weekend shifts may be required to cover 24/7 support.

Qualifications

• Proficient in Excel, SQL and Zendesk to address customer inquiries.
• Strong communication to explain technical issues to non-technical users.
• Experience with troubleshooting and billing-related inquiries.

Responsibilities

• Handle escalations with users and Customer Support teams to resolve issues.
• Escalate critical issues to appropriate channels and communicate resolutions.
• Log bugs and coordinate with Engineering to prioritize fixes.
• Communicate clearly with customers and internal teams about service issues.
• Verify resolution of issues and streamline internal support processes.
• Collaborate with Product, Support, and R&D to translate client needs into solutions.
• Contribute to knowledge base and reporting, and provide Email, Chat and Phone support.

Skills

Excel

SQL

Zendesk

REST APIs

Job description

Twilio is seeking a remote Customer Support Specialist in Ireland to assist customers with account administration, billing inquiries, and troubleshooting. You will work across teams, communicate effectively with technical and non-technical audiences, and adapt to a dynamic environment.

We value clear problem-solving, empathy, and the ability to explain complex concepts using REST APIs and web services. Weekend shifts may be required to cover 24/7 support.