Technical Support Engineer 3 - Accounts & Billing

TwilioSaaS B2B

This role will be remote and based in Ireland.Full-TimeSenior

Salary not disclosed

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Job Details

Proficient in troubleshooting principles.
Demonstrated experience using support tools (e.g., Zendesk, Excel, SQL, Splunk, JIRA).
Strong time management skills with a proven track record of prioritizing high-volume caseloads to achieve SLA targets.
Excellent verbal and written communication skills.
Ability to explain complex technical and financial concepts clearly to technical and non-technical audiences.
Ability to make sound decisions quickly and collaborate effectively across teams.
Experience mentoring or guiding peers and advising on platform or process improvements.
Ability to work weekends and holidays as needed in a 24/7 support model.
Background in investigating complex billing reconciliation, usage discrepancies, pricing issues, and account audits (Desired).
Experience analyzing intricate multi-product invoices using Zuora or similar enterprise-grade financial management software (Desired).
Past experience working in a SaaS B2B environment (Desired).

Manage and resolve everyday queue tickets, account administration, billing inquiries, and escalated cases with minimal guidance.
Recognize cross-product specialty area trends and raise issues through proper channels with suggested next steps.
Fully document customer and internal interactions within tickets, capturing key technical details.
Identify gaps in documentation and write original draft articles and training resources to upskill the team.
Identify and recommend process improvements to streamline support workflows.
Deliver support across email, chat, and phone channels while ensuring SLA compliance.
Assist and guide peers in resolving complex concepts and maintain the 'voice of Twilio'.

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