engineering
Posted 3 days agoTechnical Support Engineer 3
at Twilio
IrelandRemote
Requirements
- We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! .
- As a TSE3, you will help resolve more challenging customer requests, navigate incident criticality, and work collaboratively across teams to ensure we deliver high-quality support.
- You have a solid understanding of the technology stacks common to the Web ecosystem.
- Requirements: Twilio operates a 24/7 support model, so the ability to work weekends and holidays (as needed) is required.
- You will also participate in the Technical Support on-call rotation with a high level of autonomy.
- Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.
- We are always looking for people who will bring something new to the table! *Required:
- experience using support tools (e.g., Zendesk, Excel, SQL, Splunk, JIRA).
- Clear Communication: Excellent verbal and written communication skills, with the ability to explain complex concepts clearly to both customers and internal partners.
- Decision-Making & Collaboration: Ability to make sound decisions quickly and collaborate effectively across teams. Mentorship:
- Experience: Background in investigating complex billing reconciliation, usage discrepancies, pricing issues, and account audits. Financial Software:
- Experience analyzing intricate multi-product invoices using Zuora or similar enterprise-grade financial management software. Industry Experience: Past
- experience working in a SaaS B2B environment. Location
- For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer
- Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Benefits
- Ticket Ownership: Spend the majority of your time managing and resolving everyday queue tickets, tackling complex account administration, billing inquiries, and escalated cases with minimal guidance.
- 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.
Additional details
- At Twilio, we’re shaping the future of communications, all from the comfort of our homes.
- We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
- Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day.
- As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding.
- Join the team as Twilio’s next Technical Support Engineer 3 - Accounts & Billing About the job
- This position is needed to support our customers with complex account administration and billing inquiries.
- We are looking for someone who enjoys resolving complex issues and proactively anticipating customer questions with helpful suggestions.
- You are a strong, clear communicator who can explain complex technical and financial concepts simply to both technical and non-technical audiences.
- You are comfortable recommending paths to resolution when issues arise, participating in cross-team projects, and helping to mentor team members.
- You have strong prioritization skills and can manage your caseload independently to meet SLA targets in a dynamic environment. Shift & On-Call