Twilio

4 days ago

Technical Support Expert 3

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Deliver award-winning, customer-facing support for accounts, billing, pricing, and usage issues across Twilio and SendGrid. Investigate and troubleshoot complex escalations, communicate findings and ticket updates, and apply policy-based credits/refunds. Partner with Customer Success, Sales, Engineering, Product, and Supportability Engineering while identifying emerging customer issues and sharing Voice of the Customer (VOC). Mentor and train peers, maintain support content (FAQs/KCS/macros/wiki), and use data to drive continuous improvement.

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Investigate account administration, billing, pricing, and usage issues, and communicate findings to customers.
•Own customer communication and ticket handling during account administration and billing incidents.
•Troubleshoot complex technical issues and help resolve escalations with Support, Customer Success, Sales, Engineering, and Product teams.
•Evaluate circumstances and apply credits or refunds per policy.
•Mentor and train TSEs and new hires; create and manage support content (FAQs, KCSs, macros, wiki pages, Jira tickets) and use data to drive efficiency improvements.

Travel: Low travel

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveRetirement Savings

Key Requirements

•5+ years of relevant experience.
•Experience working in fast-paced environments delivering results.
•Demonstrated experience with general accounting principles, billing, account reconciliation, or data analysis.
•Experience with Salesforce, Zuora, or other financial management software.
•Strong problem-solving and technical troubleshooting skills, including experience using JIRA.

Experience:5+ years

Skills:CommunicationProblem-solvingAttention to detailTechnical troubleshootingCustomer de-escalation

Languages:English

Tech Stack:SalesforceZuoraJiraZendeskSlackExcelSQLAirtableTrelloAsanaSendGridTwilio

Company Brief

Twilio

Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn

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Twilio

4 days ago

Technical Support Expert 3

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Investigate account administration, billing, pricing, and usage issues, and communicate findings to customers.
•Own customer communication and ticket handling during account administration and billing incidents.
•Troubleshoot complex technical issues and help resolve escalations with Support, Customer Success, Sales, Engineering, and Product teams.
•Evaluate circumstances and apply credits or refunds per policy.
•Mentor and train TSEs and new hires; create and manage support content (FAQs, KCSs, macros, wiki pages, Jira tickets) and use data to drive efficiency improvements.

Travel: Low travel

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveRetirement Savings

Key Requirements

•5+ years of relevant experience.
•Experience working in fast-paced environments delivering results.
•Demonstrated experience with general accounting principles, billing, account reconciliation, or data analysis.
•Experience with Salesforce, Zuora, or other financial management software.
•Strong problem-solving and technical troubleshooting skills, including experience using JIRA.

Experience:5+ years

Skills:CommunicationProblem-solvingAttention to detailTechnical troubleshootingCustomer de-escalation

Languages:English

Tech Stack:SalesforceZuoraJiraZendeskSlackExcelSQLAirtableTrelloAsanaSendGridTwilio

Company Brief

Twilio

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn