Technical Support Engineer 2

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

See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer - Accounts & Billing.

About the job

We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.

You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures.

Twilio operates a 24x7 support model so the ability to work weekends and holidays (as needed) may be required.

Work Schedule

Monday to Friday - 6:30 AM to 3:30 PM

Tuesday to Saturday - 6:30 AM to 3:30 PM

Sunday to Thursday - 6:30 AM to 3:30 PM

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

Qualifications

• Past billing experience, including analyzing the invoices
• Knowledge of Excel, SQL and ZenDesk
• Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own
• Ability to help, train and mentor team-members, and advise on improvements for our Billing platform
• Ability to make sound decisions quickly and efficiently
• Experience with troubleshooting and resolving QoS (Quality of Service) 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 RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions
• Past experience in Zuora or any other financial management software

Location

This role is remotely based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio is proud to be an equal opportunity employer.

We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.