Remote Technical Support Engineer II (Email Platform)

Twilio Inc.; Ireland; Remote; EUR 60,000 - 85,000; Full time

Benefits offered by this job

Healthcare

Parental leave

Wellness leave

Retirement savings

Job summary

Twilio, a remote-first company based in Ireland, is hiring a Technical Support Engineer 2 to join the Email platform support team. You will help customers with a wide range of inquiries, resolve complex issues, and mentor newer teammates while contributing to the knowledge base.

The role emphasizes customer empathy, strong communication, and the ability to ramp quickly on Twilio’s products, with remote work and ad-hoc in-person meetings as needed.

Qualifications

• 3+ years in a client-facing customer/technical support role in Email, Communications, SaaS or related technologies
• Demonstrated customer focus, empathy, active listening, and ability to address concerns diplomatically
• Experience explaining complex technical issues to both technical and non-technical audiences via phone or email
• Strong problem solving skills and initiative with good follow-through
• Calm under high workloads and able to prioritize effectively
• High-energy, optimistic attitude and willingness to learn and adapt
• Empathetic approach to troubleshooting and customer service
• Ability to ramp quickly on new products and evolving needs
• Willing to report in Ireland Local time Tue-Sat, 8:00 AM to 5:00 PM

Responsibilities

• Provide product support for a wide range of customer inquiries via telephone, email, social media and chat
• Assess issues and resolve complex support problems
• Log interactions and categorize issues
• Escalate to Product and Engineering teams when needed
• Mentor newer team members on customer issues
• Contribute to knowledge base for the team and customers
• Ensure SLAs and CSAT targets are met and tickets managed efficiently
• Identify process improvements and participate in on-call duties

Skills

Client-facing

Technical support

Email/SaaS

Active listening

Problem solving

Prioritization

Communication

Tools

SFDC

Postman

SQL

Job description

Twilio, a remote-first company based in Ireland, is hiring a Technical Support Engineer 2 to join the Email platform support team. You will help customers with a wide range of inquiries, resolve complex issues, and mentor newer teammates while contributing to the knowledge base.

The role emphasizes customer empathy, strong communication, and the ability to ramp quickly on Twilio’s products, with remote work and ad-hoc in-person meetings as needed.