Technical Support Expert 3

Who we are

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.

Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day

As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding Your career at Twilio is in your hands.

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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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See yourself at Twilio

Join the team as our next Technical Support Expert - Accounts & Billing

About the job

This position is needed for delivering award-winning support to Twilio customers, making this role critical to supporting our customer base This role will partner with various technical support, customer success, account administration, and billing teams at Twilio, and it will be customer-facing

The ideal candidate is a strong communicator, enjoys diving deep into details, excels at using data and reporting, and has a sharp attention to detail This position will support our Global Account Administration and Billing Support team by helping resolve customer escalations and addressing complex technical issues related to our billing platform, which includes both Twilio and SendGrid

In addition, the TSE3 identifies emerging customer issues, manages break/fix escalations, and resolves TSE pain points.

Responsibilities

In this role, you’ll

Investigate account administration, billing, pricing, and usage issues, and communicate findings to customers Partner with Customer Success, Sales, Engineering, and Product teams to resolve complex problems with potentially costly and far-reaching consequencesCollect, d