# Technical Support Engineer 3

**Company**: Twilio
**Location**: Remote - Ireland
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8069518?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2c9fe04b-34e

## Description

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.

As a Technical Support Engineer 3 - Accounts & Billing, you will support customers with complex account administration and billing inquiries. You will help resolve challenging customer requests, navigate incident criticality, and work collaboratively across teams to ensure high-quality support.

Responsibilities:

- Manage and resolve everyday queue tickets, tackling complex account administration, billing inquiries, and escalated cases with minimal guidance.

- Recognize trends that cross product specialty areas, raising issues through proper channels with suggested next steps.

- Fully document customer and internal interactions within tickets, capturing key technical details.

- Identify gaps in customer-facing or internal documentation, writing original draft articles and training resources to help upskill the team.

- Identify areas where support processes can be streamlined, reporting them with logical recommendations.

- Deliver support across multiple channels (email, chat, phone), ensuring SLA compliance and high-quality interactions.

- Assist and guide peers in resolving complex concepts, helping maintain the "voice of Twilio".

Qualifications:

- Troubleshooting expertise with demonstrated experience using support tools (Zendesk, Excel, SQL, Splunk, JIRA).

- Strong time management skills with a proven track record of prioritizing high-volume caseloads to achieve SLA targets with little to no guidance.

- Excellent verbal and written communication skills, with the ability to explain complex concepts clearly to customers and internal partners.

- Ability to make sound decisions quickly and collaborate effectively across teams.

- Experience mentoring or guiding peers and advising on platform or process improvements.

Location: Remote - Ireland

Shift & On-Call Requirements: Ability to work weekends and holidays (as needed) and participate in the Technical Support on-call rotation with a high level of autonomy.

What We Offer: Competitive pay, generous time off, ample parental and wellness leave, healthcare, retirement savings program, and much more.

## Skills

### Required
- Troubleshooting
- Zendesk
- Excel
- SQL
- Splunk
- JIRA
- Time Management
- Communication
- Decision-Making
- Collaboration
- Mentorship

### Nice to have
- Billing & Audit Experience
- Financial Software
- Zuora
- SaaS B2B environment

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8069518?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)