SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Twilio is seeking a Technical Support Engineer 2 to join the Support team and provide technical support to users of the Email platform. This is a remote role based in Ireland, requiring availability Tuesday–Saturday, 8:00 AM–5:00 PM Ireland local time.
In this role, you will provide product support for a wide range of customer inquiries via telephone, email, social media, and chat. You will assess the nature of product or service issues and resolve complex support problems, logging customer interactions and categorizing issues appropriately. You will resolve a monthly volume of tickets while maintaining Support SLAs and CSAT goals. As a senior member of the support team, you will serve as a point of escalation for moderately complex issues, escalating to Product and Engineering teams as necessary. You will mentor newer members of the Customer Support team on customer issues, contribute content to the knowledge base to support team and customer enablement, and identify ways to improve existing processes and procedures. Additional responsibilities include incident reporting and on-call duties.
Twilio is a remote-first company delivering innovative communications solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. The company values customer focus, technical excellence, and a culture of connection and global inclusion.
REQUIREMENTS:
- 3+ years of experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS, or related technologies
- Demonstrated history of customer focus, empathy, active listening, and ability to diplomatically address customer concerns
- Experience communicating complex technical issues to both 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; excellent prioritization and situational urgency evaluation
- High-energy, optimistic outlook and positive attitude
- Empathetic approach to troubleshooting and customer service
- Demonstrated attention to detail with ability to quickly ramp up on new products, technologies, and evolving customer/business needs
- Accountability and self-motivation
- Focus on completing goals and tasks before launching new initiatives
- Willingness to work Tuesday–Saturday, 8:00 AM–5:00 PM Ireland local time
DESIRED:
- Reading/debugging HTML
- SQL
- Experience with SFDC, QuickBooks, Zuora, or other financial management software and financial principles (especially for billing-focused roles)
- Postman or other API client experience
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
