Technical Support Engineer, Billing

Twilio is hiring a Technical Support Engineer, Billing to join our fully remote team in the United States. As a Technical Support Engineer, Billing, you'll help customers succeed and resolve issues with empathy. This is a freelance, work-from-home role open to candidates across the US (Remote — US). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Respond to customer questions via chat, email, and tickets • Escalate bugs and feedback to product teams • Maintain high customer satisfaction scores • Troubleshoot and resolve product issues • Document solutions and improve help content What we offer: • Paid parental leave • Generous paid time off and company holidays • Home office and wellness stipends • Annual learning and professional development budget • 100% remote, work-from-anywhere-in-the-US culture How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Twilio is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 2+ years of relevant experience • Empathy and patience • Ability to learn products quickly • Comfort with support tools (Zendesk, Intercom) • Excellent written and verbal communication Nice to have: • A track record of taking ownership and shipping independently • Experience working in a fully remote or distributed team