Remote opportunity at
TwilioTechnical Support Engineer 2
Twilio is seeking a Technical Support Engineer 2 to join its remote team based in Ireland. Twilio builds communication solutions that empower developers and businesses worldwide…
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About This Role
Twilio is seeking a Technical Support Engineer 2 to join its remote team based in Ireland. Twilio builds communication solutions that empower developers and businesses worldwide to create customized customer experiences. In this role, you will act as the primary contact for clients utilizing the Programmable Messaging product, serving as a subject matter expert for the associated API. This position involves managing support cases, troubleshooting deliverability problems, debugging user code,…
Job Description
Twilio is seeking a Technical Support Engineer 2 to join its remote team based in Ireland. Twilio builds communication solutions that empower developers and businesses worldwide to create customized customer experiences. In this role, you will act as the primary contact for clients utilizing the Programmable Messaging product, serving as a subject matter expert for the associated API.
This position involves managing support cases, troubleshooting deliverability problems, debugging user code, and guiding clients through building SMS applications via phone, email, and chat. Candidates must be capable of explaining complex technical topics to varied audiences while maintaining efficient workflows under pressure. Occasional in-person attendance may be required for functional off-sites, team gatherings, or client meetings.
Twilio is an equal opportunity employer that values diverse backgrounds and offers various employee programs. The company utilizes artificial intelligence in the recruitment workflow, though actual hiring choices are made by staff members. Applicants should remain cautious of recruitment fraud and ensure communications originate from official domains.
Responsibilities
- Manage messaging and email cases submitted by major brands and individual developers
- Assist users in troubleshooting message deliverability complications and code debugging
- Communicate with clients over phone and chat to support SMS application development
- Collaborate with internal teammates alongside product and engineering groups using Slack
- Submit Jira tickets for reproducible bugs and consult internal knowledge bases
- Work alongside management to highlight client difficulties and enhance processes
Requirements
- Hold a bachelor degree or possess equivalent work experience
- Bring at least two years of background in a client-facing technical position supporting enterprise software or REST APIs
- Demonstrate a solid grasp of web ecosystem technology stacks
- Possess functional knowledge regarding general-purpose programming languages
- Show strong troubleshooting and problem-solving capabilities
- Exhibit the ability to professionally address client concerns and de-escalate tough situations live
- Display excellent reading comprehension, listening, and writing abilities
Qualifications
- Prior familiarity or knowledge concerning Twilio products
- Coding experience in any programming language for reading and debugging
- Past background using Jira or comparable ticketing platforms
Core Skills
Benefits
- Competitive pay
- Generous time off
- Ample parental leave
- Wellness leave
- Healthcare coverage
- Retirement savings program
- Support for community volunteering and donation efforts
Frequently Asked Questions
Where is this job located?
This is a remote position based in Ireland, though employees may occasionally need to travel for team gatherings, project meetings, or client sessions.
What experience is required for this role?
Applicants must have a bachelor degree or equivalent work experience, along with at least two years in a client-facing technical role supporting REST APIs or enterprise software.
What salary does Twilio offer for this position?
The salary is not specified in the job posting.
Sample Interview Questions
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