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Twilio is seeking a Technical Support Engineer 2 to support customers using Twilio's Programmable Messaging product. In this role, you will serve as a subject matter expert and the voice of Twilio to customers and partners, providing technical support via phone, email, and chat.
Key Responsibilities:
- Handle messaging support cases from individual developers and major brands
- Troubleshoot message deliverability issues and debug customer code
- Conduct phone and chat support to guide customers through SMS application development
- Collaborate with teammates and Twilio's Product and Engineering teams via Slack
- File Jira tickets to report reproducible bugs and stay current with industry standards
- Work with your manager to surface customer problems and improve processes
You will demonstrate strong problem-solving abilities, communicate complex technical issues clearly to both technical and non-technical audiences, manage time effectively under pressure, and maintain professional workflows while following standard procedures.
Twilio is a remote-first company. While this role is based remotely in Ireland, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings. Occasional travel may be required.
Requirements:
- 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 Web ecosystem technology stacks
- Functional knowledge of general-purpose programming languages
- Strong problem-solving and technical troubleshooting skills
- Ability to professionally and diplomatically address customer concerns
- Ability to de-escalate tense customer situations in live environments
- Excellent reading comprehension, listening, and writing skills
Desired Qualifications:
- 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.
