Technical Support Engineer

Twilio Inc.

Job Overview

Location

Remote - Ireland

Job Type

Full-time

Full Job Description

📋 Description

• Join Twilio Inc. as a Technical Support Engineer, a pivotal role focused on empowering our customers and developers in their use of Twilio’s Programmable Messaging product. This is a unique opportunity to be the voice of Twilio, acting as a subject matter expert for our Programmable Messaging API and ensuring our clients receive exceptional support.
• In this remote-first position based in Ireland, you will be instrumental in providing friendly, professional customer service. Your primary responsibility will be to troubleshoot and resolve complex technical issues, communicating effectively with both technical and non-technical audiences through various channels including phone, email, and chat.
• You will tackle messaging email cases submitted by a diverse range of users, from individual developers crafting innovative applications to major global brands relying on Twilio for their critical communication needs.
• A key aspect of this role involves assisting customers with message deliverability issues. This requires a keen eye for detail and the ability to debug customer code, identifying root causes and providing clear, actionable solutions.
• You will guide customers through the development of their SMS applications, offering expert advice and support over phone and chat to ensure their success with Twilio's platform.
• Collaboration is at the heart of Twilio. You will work closely with your teammates and engage with the Twilio Product and Engineering teams via Slack, contributing to product improvements and knowledge sharing.
• You will be responsible for filing Jira tickets to report reproducible bugs, ensuring that issues are tracked and resolved efficiently by the relevant teams.
• Continuous learning is essential. You will actively review our internal knowledge base to stay informed about industry shifts, emerging standards, and best practices in communications technology.
• This role demands advanced time management skills, enabling you to work effectively under pressure and develop efficient workflows while adhering to standard processes and procedures.
• You will be expected to demonstrate a high competency in communicating complex technical issues clearly and concisely, ensuring that customers understand the solutions and next steps.
• The ability to de-escalate tense or challenging customer situations in a live environment is crucial, requiring a calm, professional, and empathetic approach.
• You will leverage your excellent reading comprehension, listening, and writing skills to understand customer needs, articulate solutions, and document interactions accurately.
• Twilio is a company that values diverse experiences and encourages individuals from all backgrounds to apply. We believe that a variety of perspectives strengthens our team and drives innovation.
• As a Technical Support Engineer, you will be a critical link between our cutting-edge technology and the businesses that rely on it, playing a direct role in their success and in shaping the future of communications.
• You will contribute to Twilio's mission of revolutionizing how the world interacts by ensuring our customers can leverage our Programmable Messaging product to its full potential.
• This role offers the chance to grow your technical expertise in a dynamic and supportive environment, with opportunities to learn about a wide range of communication technologies and their applications.
• You will be part of a global, inclusive team that embraces remote-first work, fostering a strong culture of connection and collaboration, regardless of physical location.
• Your contributions will directly impact customer satisfaction and retention, making this a highly visible and rewarding position within the company.
• We encourage you to bring your unique skills and experiences to Twilio, as we are always looking for individuals who can offer fresh perspectives and innovative solutions.
• This role is ideal for someone who thrives on problem-solving, enjoys technical challenges, and is passionate about helping others succeed with technology.
• You will be empowered to take initiative, contribute to process improvements, and actively participate in a team that is dedicated to excellence in customer support.
• Twilio’s commitment to “Twilio Magic” – our set of company values – means you’ll be working in an environment that encourages curiosity, courage, and a collaborative spirit.
• You will have the opportunity to develop your career within a rapidly growing company that is at the forefront of the communications industry.
• This position requires a proactive approach to identifying and addressing potential customer issues before they escalate, demonstrating a commitment to exceptional service.
• You will be a key player in maintaining Twilio's reputation for outstanding technical support and customer care.
• The role involves staying abreast of product updates and new features, ensuring you can provide the most accurate and up-to-date information to customers.
• You will contribute to building and maintaining a comprehensive knowledge base, sharing your expertise with both customers and colleagues.
• This is an opportunity to make a tangible impact on how businesses communicate with their customers on a global scale.
• We are looking for individuals who are not only technically proficient but also possess strong interpersonal skills and a genuine desire to help others.
• Your ability to translate technical jargon into easily understandable terms will be essential for customer success.
• You will be part of a team that values continuous improvement and actively seeks feedback to enhance our support offerings.
• This role offers a blend of technical problem-solving and customer interaction, making it ideal for those who enjoy a varied and engaging work environment.
• You will be empowered to take ownership of customer issues, seeing them through to resolution and ensuring a positive outcome.
• Twilio’s commitment to diversity and inclusion means you will be working alongside a talented and diverse group of individuals from around the world.
• This position is crucial for ensuring the seamless operation and adoption of Twilio’s Programmable Messaging services by our global customer base.
• You will be at the forefront of supporting innovative communication solutions that are transforming industries.
• Your role will involve proactive engagement with customers to anticipate needs and provide guidance on best practices.
• We are seeking individuals who are eager to learn, adapt, and grow within a fast-paced and evolving technological landscape.
• This is more than just a support role; it’s an opportunity to be a trusted advisor to our customers, helping them achieve their business objectives through effective use of Twilio’s platform.
• You will contribute to a positive and collaborative team culture, where knowledge sharing and mutual support are highly valued.
• Your ability to manage multiple tasks and priorities effectively will be key to success in this dynamic role.
• We are committed to providing our employees with the resources and support they need to excel, fostering a rewarding and fulfilling career experience.
• This role is an excellent stepping stone for those looking to advance their careers in technical support, customer success, or product management within the communications technology sector.
• You will be an integral part of a company that is a leader in the CPaaS (Communications Platform as a Service) market, shaping the future of digital communication.
• Your problem-solving skills will be applied to a wide array of technical challenges, from API integration issues to complex message routing problems.
• You will be empowered to make decisions and take ownership of customer issues, ensuring timely and effective resolutions.
• Twilio’s remote-first culture ensures flexibility and work-life balance, allowing you to perform your best work from anywhere in Ireland.
• This role offers a chance to work with a cutting-edge technology stack and contribute to a product used by millions of developers and businesses worldwide.
• You will be a key advocate for the customer, providing valuable feedback to product and engineering teams to drive continuous improvement.
• Your ability to communicate technical concepts to non-technical stakeholders will be a significant asset in this role.
• We are looking for individuals who are passionate about technology and dedicated to providing an exceptional customer experience.
• This position offers a unique opportunity to grow your career in a supportive and innovative environment, contributing to Twilio's global success.

🎯 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.
• A firm understanding of the technology stacks common to the Web ecosystem.
• Functional knowledge of general-purpose programming languages.
• Strong problem-solving and technical troubleshooting skills.
• Excellent reading comprehension, listening, and writing skills.

🏖️ Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.
• Opportunities for professional development and career growth within a leading tech company.

Skills & Technologies

REST

Remote

Degree Required

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Twilio Inc.

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About Twilio Inc.

Twilio Inc. provides cloud-based communications platforms that enable developers to integrate voice, messaging, video, email, and authentication into applications via APIs. Founded in 2008, the company offers programmable services for SMS, voice calls, WhatsApp, email, and IoT connectivity, serving enterprises, startups, and communication service providers globally. Twilio operates a pay-as-you-go model, allowing customers to scale usage without managing underlying telecom infrastructure. The company is headquartered in San Francisco, California, and trades on the New York Stock Exchange under the symbol TWLO.

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