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Twilio is seeking a Technical Support Engineer to support customers with account administration, billing inquiries, and technical troubleshooting. You will work in a 24/7 support model with a rotating shift schedule (Monday–Friday, Tuesday–Saturday, or Sunday–Thursday, 7AM–6PM depending on business needs), with occasional weekend and holiday coverage as required.
In this role, you will:
- Handle escalations by collaborating directly with customers and support teams to resolve complex technical issues
- Escalate critical issues to appropriate internal channels and communicate resolutions
- Report bugs to Engineering teams and help prioritize fixes
- Provide clear communication to customers and internal teams about service-impacting issues
- Verify issue resolution and execute internal processes to scale support
- Partner with Product Management, Support, and R&D to translate customer feedback into solutions
- Maintain reporting and knowledge base documentation
- Deliver email, chat, and phone support to customers
You should be excited by solving tough problems, have strong communication skills with both technical and non-technical audiences, and demonstrate empathy when working with frustrated customers. You'll need firm understanding of web ecosystem technology stacks and telecom environment experience. Strong time management and the ability to work efficiently in dynamic environments while following standard processes are essential.
Twilio is a remote-first company delivering communications and identity infrastructure solutions to hundreds of thousands of businesses. You may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings.
**Requirements:**
- Knowledge of Excel, SQL, and ZenDesk
- Ability to address customer concerns in a friendly, diplomatic, and empathetic manner
- Ability to help, train, and mentor team members and advise on platform improvements
- Ability to make sound decisions quickly and efficiently
- Experience troubleshooting and resolving QoS (Quality of Service) issues, including third-party escalations
- Experience responding to customer inquiries related to billing reconciliation and account audits
- Ability to investigate billing, pricing, and usage issues and communicate findings to customers
- Strong knowledge of REST APIs with ability to understand and troubleshoot cloud solutions
**Desired:**
- Past billing experience, including invoice analysis
- Experience with Zuora or other financial management software
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
