Twilio is looking for a Technical Support Engineer to deliver award-winning billing support to our customers. This position is essential to ensuring our clients receive exceptional service. We operate a 24/7 support model, so flexibility to work weekends and holidays as needed is required.
What You'll Do
- Provide product support for a wide range of customer inquiries received via telephone, email, social media, and chat.
- Identify ways to improve existing processes and procedures.
- Be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary.
- Coach, guide, and assist newer members of the Customer Support team with customer issues.
- Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed.
What We're Looking For
- 3+ years experience in a client-facing customer or technical support role, delivering support for subscription and usage-based billing solutions.
- A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback.
- Experience communicating complex technical issues to both technical and non-technical audiences via phone and/or email.
- A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency.
- Experience working with Salesforce, Quickbooks, Zuora, or other financial management software tools.
- Accountability—being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations they're involved in.
- Self Motivation and Focus—motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others. Achieve what they set out to do before launching new initiatives.
Nice to Have
- Italian language proficiency (written and spoken) is a plus.
Technical Stack
- Salesforce
- Quickbooks
- Zuora
Team & Environment
This role is part of the Customer Support organization.
Benefits & Compensation
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
Work Mode
This is a remote position based in Ireland.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
