Technical Support Engineer

Who you are

• Troubleshooting Expertise: Proficient in troubleshooting principles with demonstrated experience using support tools (e.g., Zendesk, Excel, SQL, Splunk, JIRA)
• Autonomy & Case Management: Strong time management skills with a proven track record of prioritizing high-volume caseloads to achieve SLA targets with little to no guidance
• 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 mentoring or guiding peers and advising on platform or process improvements
• Billing & Audit 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

What the job involves

• This position is needed to support our customers with complex account administration and billing inquiries
• 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
• 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 a solid understanding of the technology stacks common to the Web ecosystem
• You have strong prioritization skills and can manage your caseload independently to meet SLA targets in a dynamic environment
• Shift & On-Call 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
• A rotating shift schedule is in place (eg , Monday–Friday, Tuesday–Saturday, or Sunday–Thursday across various daytime windows) depending on business needs
• 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
• Incident & Trend Resolution: Recognize trends that cross product specialty areas, raising issues through the proper channels with suggested next steps
• Documentation: Fully document customer and internal interactions within tickets, capturing key technical details
• Knowledge Sharing: Identify gaps in our customer-facing or internal documentation, writing original draft articles and training resources to help upskill the team
• Process Improvement: Identify areas where our support processes can be streamlined, reporting them with logical recommendations
• Multi-Channel Engagement: Deliver support across multiple channels (such as email, chat, and phone), ensuring SLA compliance and high-quality interactions
• Peer Mentorship: Assist and guide peers in resolving complex concepts, helping maintain the "voice of Twilio"

Benefits

• Generous annual time off in all countries
• Comprehensive health programs
• Programs to help our employees plan for their retirement needs
• Generous maternity, paternity, and adoption leaves, as well as family medical care leave
• Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
• Variety of snacks, drinks, and catered meals in each of our locations
• Work from home opportunities