Technical Support Engineer 3 (SaaS)

TL;DR

Technical Support Engineer 3 (SaaS): Resolving complex account administration and billing inquiries for a global customer base with an accent on incident criticality and cross-team collaboration. Focus on managing high-volume caseloads, mentoring team members, and streamlining support processes within a 24/7 operational model.

Location: Must be based in Ireland

Company

Twilio is a global leader in cloud communications, empowering businesses to build personalized customer experiences through innovative software solutions.

What you will do

• Manage and resolve complex account administration and billing tickets with minimal guidance.
• Identify and escalate cross-product trends to ensure long-term resolution.
• Document customer interactions and technical details thoroughly within the ticketing system.
• Create and maintain internal and customer-facing knowledge base articles.
• Streamline support processes through logical recommendations and project participation.
• Provide peer mentorship to maintain high-quality support standards.

Requirements

• Must be based in Ireland
• Proficiency in troubleshooting principles and support tools like Zendesk, Excel, SQL, Splunk, or JIRA.
• Strong time management skills with a proven track record of meeting SLA targets independently.
• Excellent verbal and written communication skills for technical and non-technical audiences.
• Ability to work a rotating shift schedule, including weekends and holidays as required.
• Experience mentoring peers and advising on process improvements.

Nice to have

• Background in billing reconciliation, usage discrepancies, and account audits.
• Experience with financial management software like Zuora.
• Previous experience in a B2B SaaS environment.

Culture & Benefits

• Competitive pay and comprehensive healthcare coverage.
• Generous time off, parental leave, and wellness support.
• Retirement savings program.
• Remote-first work culture with opportunities for occasional in-person team collaboration.
• Commitment to global inclusion and community impact through volunteering.