Twilio · 1 day ago
Technical Support Engineer - Italian Speaking
United States
Full-time
Remote
Mid Level
3+ years expTwilio is a company focused on shaping the future of communications with innovative solutions. They are seeking a Technical Support Engineer to deliver exceptional billing support to customers, requiring excellent customer service skills and the ability to work in a 24/7 support model.
Enterprise SoftwareMessagingMobile AppsSMSSoftware
Responsibilities
WEAR THE CUSTOMER'S SHOES: Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat
DRAW THE OWL: Identify ways to improve existing processes and procedures
BE AN OWNER & BE BOLD: Be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary
EMPOWER OTHERS: Coach, guide, assist newer members of the Customer Support team with customer issues
NO SHENANIGANS: Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed
Qualification
Required
3+ years experience in a client facing customer / technical support role, delivering support for subscription and usage based billing solutions
A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback
Experience communicating complex technical issues to both technical and non-technical audiences via phone and / or email
A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
Experience working with Salesforce, Quickbooks, Zuora or other financial management software tools
Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in
Self Motivation and Focus - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others. Achieve what they set out to do before launching new initiatives
Italian language proficiency (written and spoken)
Benefits
Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
A retirement savings program
Company
Twilio
Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API.
5001-10000 employees
H1B Sponsorship
Twilio has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (215)
2024 (168)
2023 (209)
2022 (369)
2021 (264)
2020 (157)
Funding
Current Stage
Public CompanyTotal Funding
$614.42MKey Investors
Founders Circle CapitalBessemer Venture PartnersUnion Square Ventures
2021-07-28Post Ipo Equity· $378.22M
2017-03-08Post Ipo Equity
2016-08-01Post Ipo Equity
Leadership Team
Khozema Shipchandler
Chief Executive Officer
Aidan Viggiano
Chief Financial Officer
Recent News
2026-01-13
2025-12-29
2025-12-24
Company data provided by crunchbase