Technical Support Expert 3

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.

• 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 consequences
• Collect, 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

This role will be remote, and based in Colombia

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.

• 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

Nice to have

• 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.)

• 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.