Responsibilities

As Technical Support Engineer - Account Administration, you will:

• Be an Owner and respond to inquiries related to Twilio systems, products and processes.
• Investigate product details, pricing and usage issues and communicate findings to customers.
• Ruthlessly Prioritize to triage and re-direct inquiries to specialty teams for additional support and answers.
• Understand the technical application of the Twilio suite of products and services.
• Draw the Owl to collect, document and collate feedback for continuous improvement and training.
• Partner with Customer Success, Sales, Engineering and Product teams to resolve complex problems with potentially costly and far-reaching consequences.
• Own customer communication and ticket handling during account administration related incidents.
• Collect, document and collate feedback for continuous improvement.
• Write it Down: identify and create documentation that Empower Others. 
• Support the internal & external customers through all the different channels available (tickets, chat, phone calls).
• Troubleshoot and resolve moderately complex issues including technical components to ensure proper functionality.
• Mentor new hires and support the team with product questions.

Qualifications :

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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!