Technical Support Expert 3
Core
Delivering award-winning support to Twilio customers by resolving complex technical issues related to the billing platform (Twilio and SendGrid), managing account administration, and handling escalations.
Role type
Senior Technical Support Expert (Billing & Account Administration)
Builds
Customer trust and retention through effective resolution of billing disputes and account issues
Domain
SaaS / Cloud Communications / Billing & Account Management
Deliverable
client delivery
Required skills
Account reconciliation, billing principles, data analysis, Salesforce, Zuora, JIRA, technical troubleshooting, de-escalation, documentation creation
Preferred skills
Excel, SQL, database queries, Zendesk, Airtable, Trello, Asana, JIRA Administration
Technologies
Salesforce, Zuora, JIRA, Zendesk, Excel, SQL, Airtable, Trello, Asana
Responsibilities
Investigate account administration, billing, pricing, and usage issues; Partner with Customer Success, Sales, Engineering, and Product teams to resolve complex problems; Own customer communication and ticket handling during incidents; Evaluate circumstances and apply credits or refunds; Troubleshoot complex technical components; Mentor TSEs and new hires; Deliver training on specific topics; Assist team members with escalations; Partner with Supportability Engineering on technical issues; Support technical content creation and FAQ management; Use data to recommend efficiency improvements; Lead continuous improvement initiatives
Seniority
Senior, hands-on IC
