Remote Technical Support Engineer - Billing & APIs

twilio; United States; Remote; USD 52,000 - 75,000; Full time

Benefits offered by this job

Healthcare

Remote-friendly culture

Retirement savings program

Generous time off

Job summary

Twilio, a remote-first company, is seeking a billing/support specialist based in Ireland to assist customers with account administration, billing inquiries, and effective problem solving. You’ll communicate with technical and non-technical audiences via phone or email and collaborate with product and engineering teams to improve the platform.

You’ll work in a fast-paced, 24/7 support model, potentially covering weekends or holidays and may be asked to report in person for team gatherings when

Qualifications

• Knowledge of Excel, SQL and Zendesk.
• Ability to address customer concerns in a friendly, empathetic way; you treat customer problems like your own.
• Ability to help, train and mentor team-members, and advise on improvements for our platform.
• Ability to make sound decisions quickly and efficiently.
• Experience with troubleshooting QoS issues, including escalations to third parties.
• Respond to customer inquiries related to billing reconciliation and account audits.
• Investigate billing, pricing and usage issues and communicate the findings to our customers.
• Strong knowledge of REST APIs with the ability to understand and troubleshoot issues with cloud solutions.

Responsibilities

• Work on escalations, collaborating with users and Support teams to solve problems.
• Escalate critical issues to internal channels and communicate resolutions.
• Report bugs to Engineering and help prioritize fixes for customer satisfaction.
• Clearly communicate with customers and internal teams about service issues.
• Verify that issues are resolved.
• Execute internal processes to streamline and scale support.
• Partner with Product, Support, and R&D to translate needs into solutions.
• Work on reporting and knowledge base documentation.
• Provide Email, Chat and Phone support to customers.

Skills

Excel

SQL

Zendesk

REST APIs

Customer support

Billing issues

Tools

Zuora

Job description

Twilio, a remote-first company, is seeking a billing/support specialist based in Ireland to assist customers with account administration, billing inquiries, and effective problem solving. You’ll communicate with technical and non-technical audiences via phone or email and collaborate with product and engineering teams to improve the platform.

You’ll work in a fast-paced, 24/7 support model, potentially covering weekends or holidays and may be asked to report in person for team gatherings when