Twilio - Technical Support Engineer 3
Requirements
• 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! • Troubleshooting Expertise: Proficient in troubleshooting principles with demonstrated experience using support tools (e.g., Zendesk, Excel, SQL, Splunk, JIRA). • Troubleshooting Expertise: • 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. • Autonomy & Case Management: • Clear Communication: Excellent verbal and written communication skills, with the ability to explain complex concepts clearly to both customers and internal partners. • Clear Communication: • Decision-Making & Collaboration: Ability to make sound decisions quickly and collaborate effectively across teams. • Decision-Making & Collaboration: • Mentorship: Experience mentoring or guiding peers and advising on platform or process improvements. • Mentorship: • Desired: • 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. • Financial Software: • Industry Experience: Past experience working in a SaaS B2B environment. • Location • This role will be remote and based in Ireland. • 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.
Responsibilities
• 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. • Ticket Ownership: • Incident & Trend Resolution: Recognize trends that cross product specialty areas, raising issues through the proper channels with suggested next steps. • Incident & Trend Resolution: • Documentation: Fully document customer and internal interactions within tickets, capturing key technical details. • Documentation: • Knowledge Sharing: Identify gaps in our customer-facing or internal documentation, writing original draft articles and training resources to help upskill the team. • Knowledge Sharing: • Process Improvement: Identify areas where our support processes can be streamlined, reporting them with logical recommendations. • Process Improvement: • Multi-Channel Engagement: Deliver support across multiple channels (such as email, chat, and phone), ensuring SLA compliance and high-quality interactions. • Multi-Channel Engagement: • Peer Mentorship: Assist and guide peers in resolving complex concepts, helping maintain the "voice of Twilio". • Peer Mentorship:
Benefits
• 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.
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