Technical Support Engineer 3

Responsibilities

• ▹Manage and resolve everyday queue tickets: complex account administration, billing inquiries and escalated cases with minimal guidance
• ▹Recognize trends that cross product specialty areas, raising issues through proper channels with suggested next steps
• ▹Fully document customer and internal interactions within tickets, capturing key technical details
• ▹Identify gaps in customer-facing or internal documentation, writing original articles and training resources
• ▹Identify areas where support processes can be streamlined, reporting logical recommendations
• ▹Deliver support across multiple channels (email, chat, phone), ensuring SLA compliance and high-quality interactions
• ▹Mentor peers in resolving complex concepts, helping maintain the 'voice of Twilio'

Requirements

• ▹Proficient in troubleshooting principles, experience with support tools (e.g. Zendesk, Excel, SQL, Splunk, JIRA)
• ▹Strong time management, proven track record prioritizing high-volume caseloads to achieve SLA targets with little guidance
• ▹Excellent verbal and written communication, explaining complex concepts to customers and internal partners
• ▹Ability to make sound decisions quickly and collaborate effectively across teams
• ▹Experience mentoring or guiding peers and advising on platform or process improvements
• ▹Ability and willingness to work weekends and holidays, rotating shifts and on-call

Nice to have

• ▹Background investigating complex billing reconciliation, usage discrepancies, pricing issues and account audits
• ▹Experience analyzing multi-product invoices using Zuora or similar enterprise financial software
• ▹Past experience in a SaaS B2B environment

Soft skills

What we offer

• ▹Competitive pay, generous time off, ample parental and wellness leave, healthcare, retirement savings program (varies by location)
• ▹Remote role based in Ireland, occasional travel for project or team meetings

About the company

Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide to craft personalized customer experiences, in a remote-first culture.