The Who, What, Where and Why

Twilio is growing rapidly and seeking a Technical Support Engineer to join our to join our Customer Support organization, responsible for delivering award winning billing support to Twilio customers. Excellent customer service is one of the core values of our company and what our customers have come to expect and love about Twilio.

Twilio operates a 24/7 support model so the ability to work weekends and holidays (as needed) is required.

Who?

You will have experience supporting customer billing related queries. Enjoy explaining complex concepts in clear, easily understood ways that builds customer confidence. You will demonstrate technical competency, empathy, and professionalism in your interactions with customers via email, phone, chat and Twitter.

As a Technical Support Engineer you will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for supporting our customers billing questions. You will contribute to the Voice of the Customer and document interactions, root causes and issue resolution to help drive product enhancements that improve product supportability, quality and ease of use. 

• 3+ years experience in a client-facing customer / 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
• Knowledge of general accounting principles or billing support
• 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 that 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.