Technical Support Expert 3

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. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . 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…