See yourself at Twilio

Join the team as our next Technical Support Engineer - Billing

Who we are & why were hiring:

Twilio powers real-time business communications & data solutions that help companies & developers worldwide build better applications & customer experiences. Although were headquartered in San Francisco, were on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, & were looking for more builders, creators, & visionaries to help fuel our growth momentum.

About the job:

Were looking for someone who is excited by solving tough problems & enjoys helping others work through complex technical issues. Youre a strong communicator to both technical & non-technical audiences via phone or email & youre able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, & are able to contribute ideas on how to improve the teams work.

You should have a firm understanding of the technology stacks common to the Web ecosystem & experience in a telecom environment. Youve got strong time management skills, & are efficient at getting work done in a dynamic work environment while still following standard processes & procedures.

Twilio operates a 24x7 support model so the ability to work weekends & holidays (as needed) may be required.

Responsibilities:

In this role, youll be working on:

• Escalations, working directly with our users & Customer Success teams to solve problems & help them leverage all of Twilios platform functionality.
• Escalate critical issues to the appropriate internal channel, ensuring timely response & testing & communicating the resolution.
• Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction.
• Clearly communicate with customers & other internal teams about issues impacting their service.
• Effectively verify that issues have been resolved.
• Execute internal processes to streamline & scale support.
• Partner with cross-functional teams, such as Product Management, Support, & R&D to translate customer business needs & product feedback into new solutions.
• Reporting & knowledge base documentation expertise.

Qualifications:

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, & we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• 2 plus years of total IT experience
• Past billing experience, including analyzing the invoices.
• Ability to address customer concerns & provide feedback in a friendly, diplomatic & empathetic way; you treat customer problems like your own.
• Ability to help, train & mentor team-members, & advise on improvements for our Billing platform.
• Ability to make sound decisions quickly & efficiently.
• Experience with troubleshooting & resolving QoS (Quality of Service) issues, including escalations to third parties.
• Strong knowledge of RESTful APIs with the ability to understand & troubleshoot issues with cloud solutions.
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, & basics of SSL/TLS.

Location:

This role will be based in our Remote - India (Karnataka). (No Travel Anticipated for this role)

What We Offer:

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental & wellness leave, healthcare, a retirement savings program, & much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, & are always up for trying new things. Thats why we seek out colleagues who embody our values something we call Twilio Magic Values.

So, if youre ready to unleash your full potential, do your best work, & be the best version of yourself, apply now!

The successful candidates starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, & geographic location within the state. 

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity & Affirmative Action 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. We also consider qualified applicants with criminal histories, consistent with applicable federal, state & local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities & disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.