Messaging API Support Engineer II (Remote)

SendGrid, Inc.; Ireland; Remote; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Healthcare

Retirement savings program

Generous time off

Job summary

Twilio in Ireland is seeking a Technical Support Engineer 2 to help customers use Twilio’s Programmable Messaging API. You will be the voice of Twilio, providing friendly, professional support by phone, email and chat while translating complex technical issues for both technical and non-technical audiences.

You will troubleshoot message deliverability, guide developers through SMS workflows, and collaborate with Product/Engineering to surface issues and improve processes.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 2+ years in a client-facing technical role, preferably supporting REST API or enterprise software.
• Understanding of technology stacks common to the Web ecosystem.
• Knowledge of general-purpose programming languages.
• Strong problem-solving and technical troubleshooting skills.
• Ability to address customer concerns professionally and provide concise feedback.
• Ability to de-escalate tense situations in live environments.
• Excellent reading, listening, and writing skills.

Responsibilities

• Work on messaging email cases submitted by developers and major brands.
• Troubleshoot deliverability issues and debug customer code.
• Guide customers through developing their SMS applications via phone and chat.
• Collaborate with teammates and Product/Engineering; file Jira bugs and update knowledge base.
• Work with your manager to surface customer problems for process improvements.

Skills

Client-facing tech experience

REST API knowledge

Web tech stacks

Programming basics

Problem solving

Communication skills

De-escalation

Reading/writing skills

Education

Bachelor’s degree or equivalent

Tools

JIRA

Job description

Twilio in Ireland is seeking a Technical Support Engineer 2 to help customers use Twilio’s Programmable Messaging API. You will be the voice of Twilio, providing friendly, professional support by phone, email and chat while translating complex technical issues for both technical and non-technical audiences.

You will troubleshoot message deliverability, guide developers through SMS workflows, and collaborate with Product/Engineering to surface issues and improve processes.