Technical Support Engineer 3 - Accounts & Billing

Join the team as Twilio’s next Technical Support Engineer 3 - Accounts & Billing

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

• 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".