Technical Support Engineer 2 - Accounts and Billing

Support customers with account administration and billing inquiries through effective troubleshooting, timely escalations, and cross-functional collaboration, ensuring we deliver world-class support. Work on escalations, collaborating directly with our users and Customer Support teams to solve problems and help them leverage all of Twilio’s platform functionality. Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution. Report bugs to our Engineering teams, as well as helping to prioritize fixes to ensure customer satisfaction. Clearly communicate with customers and other internal teams about issues impacting their service. Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions. Provide Email, Chat and Phone support to customers.