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 [https://customers.twilio.com/]and empower millions of developers worldwide to craft

personalized customer experiences.

Our dedication to remote-first work [https://www.twilio.com/en-us/blog/open-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 Engineer 3 - Accounts & Billing

About the job

This position is needed to support our customers with complex account administration and billing inquiries. As a TSE3, you will

help resolve more challenging customer requests, navigate incident criticality, and work collaboratively across teams to ensure we

deliver high-quality support.

We are looking for someone who enjoys resolving complex issues and proactively anticipating customer questions with helpful

suggestions. You are a strong, clear communicator who can explain complex technical and financial concepts simply to both

technical and non-technical audiences. You are comfortable recommending paths to resolution when issues arise, participating in

cross-team projects, and helping to mentor team members.

You have a solid understanding of the technology stacks common to the Web ecosystem. You have strong prioritization skills and can

manage your caseload independently to meet SLA targets in a dynamic environment.

Shift & On-Call Requirements: Twilio operates a 24/7 support model, so the ability to work weekends and holidays (as needed) is

required. You will also participate in the Technical Support on-call rotation with a high level of autonomy. A rotating shift

schedule is in place (e.g., Monday–Friday, Tuesday–Saturday, or Sunday–Thursday across various daytime windows) depending on

business needs.

Responsibilities

In this role, you’ll:

Ticket Ownership: Spend the majority of your time managing and resolving everyday queue tickets, tackling complex account

administration, billing inquiries, and escalated cases with minimal guidance.

Incident & Trend Resolution: Recognize trends that cross product specialty areas, raising issues through the proper channels

with suggested next steps.

Documentation: Fully document customer and internal interactions within tickets, capturing key technical details.
Knowledge Sharing: Identify gaps in our customer-facing or internal documentation, writing original draft articles and training

resources to help upskill the team.

Process Improvement: Identify areas where our support processes can be streamlined, reporting them with logical

recommendations.

Multi-Channel Engagement: Deliver support across multiple channels (such as email, chat, and phone), ensuring SLA compliance

and high-quality interactions.

Peer Mentorship: Assist and guide peers in resolving complex concepts, helping maintain the "voice of Twilio".

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:

Troubleshooting Expertise: Proficient in troubleshooting principles with demonstrated experience using support tools (e.g.,

Zendesk, Excel, SQL, Splunk, JIRA).

Autonomy & Case Management: Strong time management skills with a proven track record of prioritizing high-volume caseloads to

achieve SLA targets with little to no guidance.

Clear Communication: Excellent verbal and written communication skills, with the ability to explain complex concepts clearly to

both customers and internal partners.

Decision-Making & Collaboration: Ability to make sound decisions quickly and collaborate effectively across teams.
Mentorship: Experience mentoring or guiding peers and advising on platform or process improvements.

Desired:

Billing & Audit Experience: Background in investigating complex billing reconciliation, usage discrepancies, pricing issues,

and account audits.

Financial Software: Experience analyzing intricate multi-product invoices using Zuora or similar enterprise-grade financial

management software.

Industry Experience: Past experience working in a SaaS B2B environment.

Location

This role will be remote and based in Ireland.

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 [https://www.twilio.com/company/values]. Additionally, we

empower employees to build positive change in their communities [https://twilio.org/support-and-resources/impact-fund] 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. [https://www.twilio.com/company/jobs#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.

Role

Technical Support Engineer 3

Tags for this job

Other

Similar Jobs

Technical Support Engineer 3, Premier - San Francisco

Datadog•San Francisco

We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. Premier Technical Support Engineers (PSEs) are primarily focused on assisting prospects and customers with any technical questions about Datadog. PSEs engage with Datadog’s Premier customers not only via standard technical support channels, but also get involved via cadence calls, business reviews, and side projects. You will be immersed in a fast-paced environment where you will be challenged, but will also immediately witness your contributions to Datadog and to our customers. At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them. What You’ll Do: * Respond to Premier customer requests (phone / chat / tickets) on our fast paced team while continuing to educate our clients on the use of the platform * Develop relationships with our Premier customers, working hand-in-hand to understand their specific environment * Reproduce customer issues and assist customers implementing 1,000+ Datadog integrations * Handle urgent escalation requests that may result in customer-facing troubleshooting calls, and internal or external incident management * Build subject matter expertise in many Datadog product areas * Autonomously troubleshoot complex and/or high-priority customer issues without guidance * Drive product and engineering conversations based on needs, use cases, and problems learned during client interactions * Provide mentorship to junior members of the team and serve as their escalation partner * Participate in routine health check meetings with Premier customers * Build out and improve documentation and knowledge base articles for a variety of technologies Who You Are: * Experienced in multi-channel technical support at a PaaS, IaaS or SaaS company (5+ years of related experience) * A problem-solver with experience in programming, Linux and networks. Cloud technology experience is preferred. * Self-motivated, detail-attentive, with a desire for continuous learning * A critical thinker who defaults to a client-centric approach * A decision maker but knows when the decision should be escalated * Have been in a Premium/Enterprise technical support role previously * Knowledgeable of current infrastructure, monitoring solutions and technologies * Able to work a rotating schedule that requires weekend availability Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply. Benefits and Growth: * Best-in-breed onboarding * Generous global benefits * Intra-departmental mentor and buddy program for in-house networking * New hire stock equity (RSUs) and employee stock purchase plan (ESPP) * Continuous professional development, product training, and career pathing * An inclusive company culture, able to join our Community Guilds and Inclusion Talks Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog. #LI-Hybrid Datadog offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan. The reasonably estimated yearly salary for this role at Datadog is: $96,000—$141,000 USD ---------------------------------------------------------------------------------------------------------------------------------- About Datadog: Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center. ---------------------------------------------------------------------------------------------------------------------------------- Equal Opportunity at Datadog: Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference. Datadog endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form. This form is for accommodation requests only and cannot be used to inquire about the status of applications. Privacy and AI Guidelines: Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.

Deadline: Aug 16Posted: Jul 7

Federal Support Engineer 3

Datadog•Denver

We are Datadog's in-house product experts. The Datadog Federal Support Engineering team is dedicated to serving as highly trusted technical advisors for our Public Sector customers, who operate within some of the most highly regulated and security-constrained environments. These customers include various government agencies and organizations with critical, sensitive missions. As a Federal Support Engineer 3, this role places you at the forefront of supporting these customers' mission-critical workloads. These complex workloads are often deployed across sophisticated hybrid and multi-cloud architectures, requiring deep expertise in cloud technologies, monitoring, and security best practices. Your primary responsibility is to ensure the complete success of these customers across their entire lifecycle with Datadog. Whether you’re looking to learn from the best or be the best, the Federal Support team is dedicated to furthering personal development and team success. At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them. What You’ll Do: * Engage with public sector customers via multiple channels (ticketing system, live chat, calls, and screensharing tools) to identify and resolve technical support requests. * Troubleshoot, investigate, and resolve complex technical issues in highly constrained environments across Datadog's 1000+ integrations, often with limited logs or sanitized data. * Handle urgent escalation cases that may result in customer-facing troubleshooting calls, and internal or external incident management * Become a subject matter expert in many Datadog product areas * Partner with Product, Engineering, and Account teams to to validate bugs and advocate for customer-impacting improvements * Provide mentorship to junior members of the team and serve as their escalation partner * Partner closely with Sales and Customer Success to remove technical blockers, support trials, and drive product adoption * Work from a Datadog office 3 - 5 days per week Who You Are: * A candidate with hands-on experience delivering technical support to public‑sector environments and strictly regulated workloads. * 5+ years of experience delivering technical support within SaaS environments for highly regulated public-sector customers. * Experienced with APIs and RESTful interfaces, with strong knowledge of networking concepts, distributed systems, microservices, and cloud‑native architectures. * Hands‑on experience with one or more Cloud technologies and ability to diagnose issues in hybrid and multi‑cloud environments * An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences * A strong mentor to your technical peers * A critical thinker with the capacity to understand a complex technical problem * Self-motivated, detail-attentive, and able to continuously learn * Deep expertise in identifying root causes across APIs, networking, cloud infrastructure, and operating‑system layers. * Able to work an on-call rotating schedule that requires weekend availability Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply. To conform to U.S. export control regulations, candidates should be eligible for any required authorizations from the U.S. Government. Benefits and Growth: * Best-in-breed onboarding * Generous global benefits * Intra-departmental mentor and buddy program for in-house networking * New hire stock equity (RSUs) and employee stock purchase plan (ESPP) * Continuous professional development, product training, and career pathing * An inclusive company culture, able to join our Community Guilds and Inclusion Talks Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog. #LI-Hybrid Datadog offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan. The reasonably estimated yearly salary for this role at Datadog is: $92,000—$134,000 USD ---------------------------------------------------------------------------------------------------------------------------------- About Datadog: Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center. ---------------------------------------------------------------------------------------------------------------------------------- Equal Opportunity at Datadog: Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference. Datadog endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form. This form is for accommodation requests only and cannot be used to inquire about the status of applications. Privacy and AI Guidelines: Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.

Deadline: Aug 17Posted: Jun 15

Technical Support Engineer (India)

Protex AI•Bangalore

Protex AI is the AI Safety and Operations Intelligence Company. At Protex AI, we are at the forefront of AI-driven computer vision, building a safer, smarter industrial workplace with an intelligent operating system that redefines how facilities operate. Backed by top-tier global investors, we recently secured a $36 million Series B to accelerate our mission. Industry leaders like DHL, Amazon, and Tesla trust Protex AI to drive measurable safety improvements, achieving an average 64% risk reduction within just three months of deployment. Operating in 20+ countries, Protex is the go-to safety partner for Fortune 500 manufacturing and logistics enterprises, transforming workplace safety with real-time, AI-powered insights. Job Location: Bengaluru ABOUT THE TEAM The Technical Operations (Tech Ops) team supports the core edge-to-cloud foundation that powers all Protex AI systems, ensuring scalable data infrastructure, robust edge-to-cloud connectivity, and high-performance backend services. We support edge deployments for real-time computer vision applications and deliver resilient systems to enable proactive workplace safety at global scale. WHAT YOU'LL DO * Develop and maintain strong relationships with key stakeholders, including customers, partners, and industry influencers. * Collaborate across teams (Engineering, Product, Client Success) to ensure effective problem resolution. * Support client-facing teams with explanations of complex problems to non-technical stakeholders via calls, emails and documentation * Debug and resolve camera-related and networking issues across client installations using Linux systems via AWS. * Monitor and investigate system issues using AWS CloudWatch analysing error codes and logs to identify root causes. * Troubleshoot integration issues between edge devices and cloud (database), ensuring uninterrupted system performance. * Provide escalated technical support for system installations and deployments * Debug Python and JavaScript code as needed to resolve client-facing issues * Contribute to the continuous improvement of processes, tools and systems, documenting technical solutions and for the purposes of knowledge base development WHAT YOU'LL NEED * Minimum of 3 years of experience in a technical support or engineering role * Experience with device troubleshooting, log hunting, and system checks * Bachelor's degree in Computer Science, Engineering, or a related technical field * Excellent communication and presentation skills, with the ability to effectively convey complex technical concepts to both technical and non-technical audiences * Self-motivated and results-oriented, with a strong sense of ownership and accountability * Willingness to travel as required for client meetings, and on-site visits * Excellent stakeholder management and relationship management skills * Demonstrated AWS experience * Demonstrated expertise with Python * Demonstrated experience with Linux/Unix and Git, including networking and the command-line interface NICE TO HAVE * Experience with the deployment and integration of hardware-based technology solutions in real-world applications. ABOUT THE CONTRACT You'll be hired through our India partner in Bengaluru, and join our dynamic existing team in the office on a hybrid work contract. Protex AI is an inclusive and equal opportunities employer. We are committed to creating an equitable workplace for everyone regardless of gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.

Deadline: Aug 16Posted: Jun 24

JavaPythonAWS