Technical Support Engineer 2 New Remote - Ireland

Twilio Inc.; Ireland; Remote; EUR 55,000 - 85,000; Full time

Job summary

Twilio in Ireland is seeking a Technical Support Engineer 2 to be the voice of Twilio for customers using the Programmable Messaging API. You will deliver friendly, professional support and translate complex technical issues into clear guidance via phone, email, and chat.

In this remote role, you will troubleshoot deliverability, assist developers and brands, and collaborate with product and engineering teams. Strong time-management and documentation skills are essential to thrive under pressure.

Qualifications

• Minimum 2+ years in a client-facing technical role.
• Strong understanding of web technology stacks.
• Familiarity with programming languages and coding concepts.
• Experience diagnosing complex technical issues and communicating solutions.
• Ability to de-escalate customer situations and provide clear feedback.
• Excellent reading, listening, and writing skills.
• Prior exposure to Twilio products is a plus.

Responsibilities

• Handle messaging API related customer cases via phone, email, and chat.
• Troubleshoot message deliverability issues and debug customer code.
• Guide customers through developing their SMS applications with Twilio.
• Collaborate with Product and Engineering teams and log bugs in Jira.
• Escalate and surface customer problems to improve processes.

Skills

Client-facing technical experience

Web technology stacks knowledge

Programming languages familiarity

Problem-solving

Communication skills

De-escalation skills

Twilio product familiarity

Coding basics

Education

Bachelor’s degree or equivalent work experience

Tools

JIRA

Job description

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 2.

About the job

This position is needed to support our customers’ use of Twilio’s Programmable Messaging product. This role will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s Programmable Messaging API. In addition, focus on providing friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums. Advanced time management skills are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.

Responsibilities

In this role, you will:

• Work on messaging email cases submitted by both individual developers and major brands.
• Assist customers with troubleshooting message deliverability issues and debug customer code.
• Speak with a customer on the phone and chat in order to guide them through the development of their SMS application.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
• Work with your manager to surface customer problems to assist in process betterment.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• Bachelor’s degree or equivalent work experience
• 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
• A firm understanding of the technology stacks common to the Web ecosystem.
• Functional knowledge of general-purpose programming languages.
• Strong problem-solving and technical troubleshooting skills
• Ability to professionally and diplomatically address customer concerns and provide concise feedback.
• Ability to de-escalate tense/tough customer situations in a live environment.
• Excellent reading comprehension, listening, and writing skills
• Previous exposure or knowledge of Twilio products
• Coding experience in any language. (reading and debugging)
• Previous experience with JIRA or a similar ticketing system.

Location

This role will be remote, and based in Ireland.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

International - Self-Identification of Demographic Information

Twilio invites you to self-identify certain personal demographic information to help continue our mission to foster inclusivity in our workplace. Completing this survey is voluntary, but we do hope that you will participate because your responses help us measure the effectiveness of our outreach and recruitment activities. Responding is completely optional and voluntary and will not be used for the purposes of any employment decision. Any information you provide is confidential and is not accessible by recruiters, hiring managers or the interview team at any time. This data is collected, stored and otherwise processed in accordance with legal requirements.

We hope you will join us in our commitment and enthusiasm for making Twilio a place where everyone belongs!

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