Technical Support Expert 2

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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Technical Support Expert 2 About the job This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs. We are looking for our next Technical Support Expert 2 to join our  Accounts & Billing team, who will be dedicated to understands and resolves basic & routine customer requests, identify customer escalations and Document every customer interaction. This is a customer facing role. Most customer interactions happen within Zendesk, with a few phone calls or chats, in-person meetings and Slack chats sprinkled in. Responsibilities In this role, you’ll: * Understands and resolves basic & routine customer requests, including customer escalations via phone/email/chat/side channel/live support or any other support/communication channel. * Communicates basic concepts to customers with appropriate empathy and urgency * Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers * Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets.  Meet SLA requirements per channel/role * Document every customer interaction (email, phone, chat, side-channel communications). Document every internal interaction (research, cross-team engagement).  Contributes to Knowledge articles. * Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets.  Escalate to senior technical resources to drive ticket resolution Qualifications  Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: * 3+ years of experience * Experience with account reconciliation or data analysis, including technical troubleshooting skills * Fluency in English (verbal, comprehension, listening, and writing) * Availability to work non-standard, on-call rotation weekend and holiday hours * Ability to diplomatically address customer concerns and provide feedback * Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs * Strong problem-solving skills and critical thinking Desired: * Bachelor's Degree or equivalent certifications and work experience * Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment * Basic case management experience/skills * Proficiency with Excel, SQL, database queries, ZenDesk * Experience with Salesforce, Zuora or other financial management software Location This role will be Remote, and based in Colombia. Travel  We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. 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. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . 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, document, and collate feedback for continuous improvement * Own customer communication and ticket handling during account administration and billing-related incidents * Evaluate various circumstances and apply credits or refunds as designated within policy. * Troubleshoot complex issues, including technical components, to ensure proper functionality.Mentor TSEs and new hires to improve troubleshooting and customer-handling procedures * Deliver training on specific topics to help the development of peers * Assist team members with escalations and technical questions in real time through the appropriate channels (e.g., Slack, Zendesk, Jira) * Partner with Supportability Engineering (SE) on technical issues and advocate by sharing Voice of the Customer (VOC) feedback on product quality, emerging trends, escalations, and more * Act as a point of contact for senior leadership escalation support when necessary * Support the team with technical content creation and the management of appropriate FAQs, KCSs, macros, wiki pages, Jira tickets, etc. * Use data to recommend efficiency improvements to the Global Specialization Leader (GSL) to deliver excellent customer support * Actively lead and drive continuous improvement initiatives to elevate the customer experience; this may include support tooling and TSE training Qualifications  Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: * 5+ years of relevant experience  * Demonstrated experience in working successfully in fast-paced environments with a proven track record of delivering results * Demonstrated experience with general accounting principles, billing, account reconciliation, or data analysis * Experience with Salesforce, Zuora, or other financial management software. * Strong problem-solving and technical troubleshooting skills (demonstrated experience using JIRA) * Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs * Excellent communication skills, including strong reading comprehension, listening, writing, and verbal expression (Combined the two general communication/writing points) * Ability to professionally and diplomatically address customer concerns and provide concise feedback * Ability to create, verify, identify gaps and process technical documents * Ability to de-escalate tense or challenging customer situations in a live environment  Desired: * Proficiency with Excel, SQL, database queries, ZenDesk * Knowledge and experience in tools like Airtable, Trello or Asana * Working knowledge of JIRA with a plus for JIRA Administration * Active contributor to self-help resources and content creation (Wiki, macros, KB, etc.)  Location This role will be remote, and based in Colombia Travel  We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. 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. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.