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Twilio is seeking a Technical Support Engineer 2 to support customers using Twilio's Programmable Messaging product. You will serve as a subject matter expert for the Programmable Messaging API, functioning as the voice of Twilio to customers and partners.
In this role, you will handle messaging support cases from individual developers and major brands, troubleshoot message deliverability issues, and debug customer code. You'll communicate with customers via phone, email, and chat to guide them through SMS application development. You'll collaborate with teammates and Twilio's Product and Engineering teams via Slack, file Jira tickets to report reproducible bugs, and review the internal knowledge base to stay current with industry standards. You'll also work with your manager to surface customer problems that can inform process improvements.
The role requires strong problem-solving and technical troubleshooting skills, the ability to communicate complex technical issues to both technical and non-technical audiences, excellent time management, and the capacity to work well under pressure while maintaining professional customer service standards. You'll need to de-escalate tense customer situations diplomatically and provide concise, clear feedback.
This is a remote position based in Ireland. You may be asked to travel occasionally for team gatherings, functional off-sites, or customer meetings.
**Requirements:**
Required:
- Bachelor's degree or equivalent work experience
- 2+ years of experience in a client-facing technical role, preferably supporting REST APIs 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
Desired:
- Previous exposure or knowledge of Twilio products
- Coding experience in any language (reading and debugging)
- Previous experience with Jira or similar ticketing systems
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
