Technical Support Engineer
Core
Provide technical support for account administration, billing inquiries, and troubleshooting for Twilio's customer base.
Role type
Senior Technical Support Engineer (Billing & Account Administration)
Builds
Customer trust and platform adoption through effective issue resolution and feedback loops.
Domain
Telecom / Cloud Communications / SaaS
Deliverable
client delivery
Required skills
SQL, Excel, Zendesk, REST API troubleshooting, QoS issue resolution, billing reconciliation, account audits, cloud solutions troubleshooting
Preferred skills
Zuora experience, financial management software experience, mentoring team members
Technologies
Zendesk, SQL, Excel, REST APIs
Responsibilities
Respond to customer inquiries via email, chat, and phone regarding billing and account issues; troubleshoot and escalate technical problems; report bugs to engineering; verify issue resolutions; update knowledge base documentation; partner with cross-functional teams to translate customer feedback into product solutions.
Seniority
Mid-to-Senior, hands-on IC