# Technical Support Engineer 2

**Company**: Twilio
**Location**: Remote - India
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/7964396?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_5bf3d354-61a

## 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.

We're looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You're a strong communicator to both technical and non-technical audiences via phone or email and you're able to empathize with frustrated customers from all backgrounds.

**Responsibilities** In this role, you'll:

- Handle escalations, working directly with users and Customer Success teams to solve problems and help them leverage all of Twilio's platform functionality

- Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution

- Report bugs to Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction

- Clearly communicate with customers and other internal teams about issues impacting their service

- Effectively verify that issues have been resolved

- Execute internal processes to streamline and scale support

- Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions

- Provide reporting and knowledge base documentation expertise

- Provide Email, Chat and Phone support to customers

**Qualifications**

- Required:

- Past billing experience, including analyzing invoices

- Knowledge of Excel, SQL, and ZenDesk

- Ability to address customer concerns and provide feedback in a friendly, diplomatic, and empathetic way

- Ability to help, train, and mentor team-members, and advise on improvements for our Billing platform

- Ability to make sound decisions quickly and efficiently

- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties

- Respond to customer inquiries related to billing reconciliation and account audits

- Investigate billing, pricing, and usage issues and communicate findings to customers

- Strong knowledge of RESTful APIs with the ability to understand and troubleshoot issues with cloud solutions

- Past experience in Zuora or any other financial management software

## Skills

### Required
- Excel
- SQL
- ZenDesk
- RESTful APIs
- Zuora
- troubleshooting
- QoS

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/7964396?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)