Technical Support Engineer, Level 2

🔥 35 minutes ago

🇮🇪 Ireland – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 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

• Support customers’ use of Twilio’s Programmable Messaging product • Serve as the voice of Twilio and subject matter expert for the Programmable Messaging API • Provide friendly, professional customer service and communicate complex technical issues to technical and non-technical audiences via phone, email, and chat • Work on messaging email cases from individual developers and major brands • Troubleshoot message deliverability issues and debug customer code • Guide customers through developing their SMS applications via phone and chat • Collaborate with teammates and Twilio Product and Engineering teams via Slack • File Jira tickets for reproducible bugs • Review the internal knowledge base to stay current with industry shifts and standards • Surface customer problems to the manager to improve processes

🎯 Requirements

• Bachelor’s degree or equivalent work experience • 2+ years of experience in a client-facing technical role, preferably supporting REST API or enterprise software • Firm understanding of 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 (desired) • Coding experience in any language, including reading and debugging (desired) • Previous experience with JIRA or a similar ticketing system (desired)

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental leave • Wellness leave • Healthcare • Retirement savings program • Volunteering and donation support • Remote-first work • Occasional travel/in-person meetings for project or team connection