Technical Support Engineer II

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Assist customers in utilizing Twilio’s Programmable Messaging product.

• Represent Twilio to customers and partners, serving as a subject matter expert on the Programmable Messaging API.

• Deliver friendly and professional customer service while resolving technical challenges for both technical and non-technical audiences through phone, email, and chat.

• Handle messaging email inquiries from individual developers as well as major brands.

• Diagnose message deliverability issues and troubleshoot customer code.

• Guide customers in the development of SMS applications via phone and chat support.

• Collaborate with team members and Twilio's Product and Engineering teams through Slack.

• Create Jira tickets to report any reproducible bugs.

• Stay updated with industry changes and standards by reviewing the internal knowledge base.

• Escalate customer issues to management to enhance processes.

⛳️ Requirements

• A Bachelor’s degree or equivalent professional experience.

• A minimum of 2 years in a client-facing technical position, ideally supporting REST API or enterprise software.

• A solid understanding of technology stacks that are prevalent in the Web ecosystem.

• Familiarity with general-purpose programming languages.

• Strong problem-solving abilities and technical troubleshooting skills.

• Capability to address customer concerns professionally and diplomatically while providing clear feedback.

• Proficiency in de-escalating challenging customer situations in real-time.

• Exceptional reading comprehension, listening, and writing capabilities.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Parental leave benefits.

• Wellness leave options.

• Comprehensive healthcare coverage.

• Retirement savings plan.

• Support for volunteering and donations.

• Remote-first work environment.

• Opportunities for occasional travel and in-person connections.