Technical Support Engineer

About this role

Responsibilities

• In this role, you’ll:
• Troubleshoot and resolve technical issues for Twilio customers via support tickets.
• Manage high ticket volumes to ensure timely responses and resolution within SLAs.
• Escalate complex incidents to internal teams and collaborate on solutions.
• Document troubleshooting steps and customer interactions accurately.
• Partner cross-functionally to improve support processes and customer outcomes.

Requirements

• 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:
• 2+ years of experience in a technical support environment.
• Schedule: ability to work non-standard, on-call rotation weekend and holiday hours.
• Experience with troubleshooting customer issues.
• Proficient in ticket management, customer service, and documentation.
• Strong problem-solving skills and technical aptitude.
• Familiarity with APIs, data analysis tools, Zendesk, and Jira.
• Demonstrated ability to manage competing priorities in a high-volume environment.
• Effective cross-functional collaboration skills.
• Excellent written and verbal communication skills.
• Desired:
• Experience supporting communications platforms or SaaS products.
• Experience in a rapidly growing or high-change environment.
• Previous remote or distributed team experience.
• Experience with Looker, Zuora, ServiceNow, and payment processor tools.
• Multilingual abilities.
• 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.

About Twilio

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. 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 resolve technical issues for customers, ensure timely responses to support tickets, and maintain high standards of customer satisfaction. As a Technical Support Engineer, you'll have the opportunity to grow your technical skills, tackle new challenges each day, and directly impact both customer experience and the efficiency of our support team. You will work in a high-volume environment, where your problem-solving abilities and collaborative spirit will play a vital role in reducing ticket backlogs and upholding our service level agreements.