Technical Support Expert 3

Who we are 

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. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as our next Technical Support Expert - Accounts & Billing

About the job

This position is needed for delivering award-winning support to Twilio customers, making this role critical to supporting our customer base. This role will partner with various technical support, customer success, account administration, and billing teams at Twilio, and it will be customer-facing. The ideal candidate is a strong communicator, enjoys diving deep into details, excels at using data and reporting, and has a sharp attention to detail. This position will support our Global Account Administration and Billing Support team by helping resolve customer escalations and addressing complex technical issues related to our billing platform, which includes both Twilio and SendGrid. In addition, the TSE3 identifies emerging customer issues, manages break/fix escalations, and resolves TSE pain points.

Responsibilities

In this role, you’ll:

Investigate account administration, billing, pricing, and usage issues, and communicate findings to customers

Partner with Customer Success, Sales, Engineering, and Product teams to resolve complex problems with potentially costly and far-reaching consequencesCollect, document, and collate feedback for continuous improvement

Own customer communication and ticket handling during account administration and billing-related incidents

Evaluate various circumstances and apply credits or refunds as designated within policy.

Troubleshoot complex issues, including technical components, to ensure proper functionality.Mentor TSEs and new hires to improve troubleshooting and customer-handling procedures

Deliver training on specific topics to help the development of peers

Assist team members with escalations and technical questions in real time through the appropriate channels (e.g., Slack, Zendesk, Jira)

Partner with Supportability Engineering (SE) on technical issues and advocate by sharing Voice of the Customer (VOC) feedback on product quality, emerging trends, escalations, and more

Act as a point of contact for senior leadership escalation support when necessary

Support the team with technical content creation and the management of appropriate FAQs, KCSs, macros, wiki pages, Jira tickets, etc.

Use data to recommend efficiency improvements to the Global Specialization Leader (GSL) to deliver excellent customer support

Actively lead and drive continuous improvement initiatives to elevate the customer experience; this may include support tooling and TSE training

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

5+ years of relevant experience 

Demonstrated experience in working successfully in fast-paced environments with a proven track record of delivering results

Demonstrated experience with general accounting principles, billing, account reconciliation, or data analysis

Experience with Salesforce, Zuora, or other financial management software.

Strong problem-solving and technical troubleshooting skills (demonstrated experience using JIRA)

Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs

Excellent communication skills, including strong reading comprehension, listening, writing, and verbal expression (Combined the two general communication/writing points)

Ability to professionally and diplomatically address customer concerns and provide concise feedback

Ability to create, verify, identify gaps and process technical documents

Ability to de-escalate tense or challenging customer situations in a live environment 

Desired:

Proficiency with Excel, SQL, database queries, ZenDesk

Knowledge and experience in tools like Airtable, Trello or Asana

Working knowledge of JIRA with a plus for JIRA Administration

Active contributor to self-help resources and content creation (Wiki, macros, KB, etc.) 

Location

This role will be remote, and based in Colombia

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 thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

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.