About this role
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!
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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 Imp