Billing Support Engineer – Accounts & API (Remote)

Twilio; United States; On-site; USD 6,270 - 10,450; Full time

Job summary

Twilio is seeking a Technical Support Engineer - Accounts & Billing to resolve complex billing issues and guide customers through invoices, pricing, and reconciliations. You will troubleshoot QoS issues, collaborate with Product, Support and R&D, and help improve the billing platform with clear customer communication.

The role requires strong Excel/SQL/ZenDesk skills, empathy, and the ability to mentor teammates, while adapting to Twilio’s 24x7 support model and Mumbai/remote India operations.

Qualifications

• Billing experience with invoice analysis.
• Proficiency in Excel, SQL and Zendesk.
• Strong customer-facing communication and empathy.
• Ability to mentor teammates and suggest improvements to billing platform.
• Ability to make quick, sound decisions.

Responsibilities

• Escalations, working directly with our users and Customer Success teams to solve problems and help them leverage all of Twilio’s platform functionality
• Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
• Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
• Clearly communicate with customers and other internal teams about issues impacting their service
• Effectively verify that issues have been resolved
• Execute internal processes to streamline and scale support
• Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
• Reporting and knowledge base documentation expertise
• Provide Email, Chat and Phone support to customers

Skills

Billing experience

Empathetic communication

Team mentoring

Decision making

QoS troubleshooting

Billing inquiries

RESTful APIs

Zuora familiarity

Tools

Excel

SQL

ZenDesk

Zuora

Job description

Twilio is seeking a Technical Support Engineer - Accounts & Billing to resolve complex billing issues and guide customers through invoices, pricing, and reconciliations. You will troubleshoot QoS issues, collaborate with Product, Support and R&D, and help improve the billing platform with clear customer communication.

The role requires strong Excel/SQL/ZenDesk skills, empathy, and the ability to mentor teammates, while adapting to Twilio’s 24x7 support model and Mumbai/remote India operations.