Technical Support Engineer 2

🔥 12 hours ago

🇮🇪 Ireland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Provide product support for customer inquiries via telephone, email, social media, and chat • Assess product or service issues and resolve complex support problems • Log customer interactions and tag/categorize issues • Resolve a consistent monthly volume of tickets • Serve as an escalation point for moderately complex support issues and escalate to Product and Engineering as necessary • Identify improvements to existing processes and procedures • Mentor newer Customer Support team members • Contribute knowledge-base content for team and customer enablement • Meet Support SLAs and CSAT goals and manage ticket queues • Perform incident reporting and on-call duties • Perform other duties as required

🎯 Requirements

• 3+ years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies • Demonstrated customer focus, empathy, active listening, and ability to diplomatically address customer concerns and provide feedback • Experience communicating complex technical issues to technical and non-technical audiences via phone or email • Strong, creative problem solving skills • Quick learner, willing to take initiative, with great follow through • Ability to remain calm and effective at higher workloads and excel at prioritization and evaluation of situational urgency • High-energy, optimistic outlook and positive attitude • Empathetic approach to troubleshooting and customer service • Attention to detail and ability to ramp up quickly on new products, technologies, and evolving customer or business needs • Accountability and ownership of outcomes • Self-motivation • Ability to complete company-linked goals and tasks before launching new initiatives • Willing to work from 8:00 AM to 5:00 PM Ireland local time, Tuesday–Saturday • Reading/debugging HTML (a plus) • SQL (a plus) • Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles (a plus for some roles) • Postman or other API client experience (desired)

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental leave • Wellness leave • Healthcare • Retirement savings program • Support for employee volunteering and donation efforts • Remote-first work arrangement • Occasional travel opportunities for project or team in-person meetings