Technical Support Engineer

Twilio
Ireland
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","Problem-solving","Time management","Team collaboration"]

Provide escalated customer support by troubleshooting account administration and billing inquiries for Twilio customers. Collaborate with Customer Support, Engineering, Product Management, and R&D to verify fixes, report bugs, and communicate resolutions. Support users via email, chat, and phone while documenting knowledge base and improving support processes. Manage QoS-related escalations, investigate billing/pricing/usage issues, and work within a rotating 24/7 shift schedule (including weekends/holidays as needed).

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FursaFursa
Twilio
Twilio
1 day ago

Technical Support Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Provide escalated customer support by troubleshooting account administration and billing inquiries for Twilio customers. Collaborate with Customer Support, Engineering, Product Management, and R&D to verify fixes, report bugs, and communicate resolutions. Support users via email, chat, and phone while documenting knowledge base and improving support processes. Manage QoS-related escalations, investigate billing/pricing/usage issues, and work within a rotating 24/7 shift schedule (including weekends/holidays as needed).
Location: Ireland
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Work on escalations with users and Customer Support teams to solve problems and help customers leverage Twilio platform functionality.
  • •Escalate critical issues to internal channels, ensuring timely response, testing, and clear communication of resolutions.
  • •Report bugs to Engineering teams and help prioritize fixes to ensure customer satisfaction.
  • •Clearly communicate issue impact and resolutions to customers and internal teams; verify that issues are resolved.
  • •Provide email, chat, and phone support and maintain reporting/knowledge base documentation, partnering cross-functionally to translate customer needs into solutions.
Travel: Low travel

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveWellness StipendRetirement Savings

Key Requirements

  • •Knowledge of Excel, SQL, and ZenDesk.
  • •Ability to address customer concerns with friendly, diplomatic, and empathetic communication.
  • •Ability to help, train, and mentor team members and advise on improvements for the platform.
  • •Experience troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
  • •Strong knowledge of REST APIs to understand and troubleshoot issues with cloud solutions; ability to investigate billing, pricing, and usage issues and communicate findings.
Experience:TelecomCustomer support
Skills:CommunicationEmpathyProblem-solvingTime managementTeam collaboration
Languages:English
Tech Stack:ExcelSQLZenDeskREST APIREST APIsQoS

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
Glassdoor: 4.0
WebsiteLinkedIn