Remote opportunity at
TwilioTechnical Support Engineer
Twilio is hiring a Technical Support Engineer to join its Global Customer Support team. In this position, you will act as a primary representative of the…
Career Tools
About This Role
Twilio is hiring a Technical Support Engineer to join its Global Customer Support team. In this position, you will act as a primary representative of the company, assisting businesses and developers who utilize Twilio platforms and products. Your core focus will involve troubleshooting, understanding, and resolving intricate customer inquiries across multiple communication channels such as phone, email, and live chat while helping clients maximize product adoption. This role is well-suited…
Job Description
Twilio is hiring a Technical Support Engineer to join its Global Customer Support team. In this position, you will act as a primary representative of the company, assisting businesses and developers who utilize Twilio platforms and products. Your core focus will involve troubleshooting, understanding, and resolving intricate customer inquiries across multiple communication channels such as phone, email, and live chat while helping clients maximize product adoption.
This role is well-suited for a technical professional who possesses a strong background in software support, networking concepts, and API troubleshooting. Team members will manage complex tickets, handle escalations, collaborate with internal teams, and participate in on-call rotations.
Twilio operates as a remote-first organization, allowing employees to perform their daily duties from home. However, individuals in this position should expect approximately 15 percent travel requirements for in-person team gatherings, functional off-sites, or customer meetings. The hiring process utilizes artificial intelligence to improve efficiency, though final decisions rest with human evaluators. Candidates will have the opportunity to engage with global teams and contribute to communication technology solutions.
Responsibilities
- Handle and resolve complex customer inquiries through phone, email, chat, and live support channels
- Identify potential adoption and upsell opportunities for customers and direct them appropriately
- Communicate intricate technical concepts clearly to customers
- Anticipate client questions and provide proactive suggestions
- Respond to customer escalations and maintain compliance with service level agreement targets
- Document all customer and internal interactions thoroughly within ticketing and tracking systems
- Contribute to knowledge base articles and participate in process improvement initiatives
- Manage incidents effectively during on-call shifts and triage escalations
Requirements
- Five to seven years of professional experience in a Technical Support Engineer, Application Support, or Support Engineer capacity
- Strong programming or scripting troubleshooting capabilities in JavaScript with Node.js, Python, or Java
- Hands-on experience with web technologies, REST APIs, HTTP protocols, and testing tools like Postman or curl
- Understanding of networking and real-time communication fundamentals including VoIP, SIP, WebRTC, TCP/UDP, and TLS/SSL
- Debugging skills covering application logs, API calls, network traces, and browser developer tools
- Fluent communication skills in English for verbal, listening, comprehension, and writing tasks
- Availability to work non-standard shifts, weekend rotations, on-call shifts, and holidays
Qualifications
- Bachelor degree or equivalent certifications and work experience
- Experience with escalation management and de-escalating difficult customer situations in live environments
- Basic case management skills alongside strong problem-solving and critical thinking abilities
Core Skills
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare coverage
- Retirement savings program
- Support for employee volunteering and donation efforts
Frequently Asked Questions
Is this position remote?
Yes, this role is remote and based in Ireland, though approximately 15 percent travel is anticipated for in-person team gatherings, off-sites, or customer meetings.
What is the employment type?
The posting specifies that this is a full-time position.
What salary is offered for this role?
The salary is not stated in the job posting.
What are the core technical requirements?
Candidates must have five to seven years of support experience, strong programming troubleshooting skills in JavaScript, Python, or Java, experience with REST APIs and web technologies, and a solid understanding of networking and real-time communications.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.