Technical Support Engineer, Level 2

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

📋 Description

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

• Act as Twilio's representative and a subject matter expert for the Programmable Messaging API.

• Deliver friendly and professional customer service while conveying complex technical issues to both technical and non-technical audiences via phone, email, and chat.

• Address messaging email inquiries from individual developers and major brands.

• Diagnose message deliverability challenges and troubleshoot customer code.

• Guide customers in the development of their SMS applications through phone and chat interactions.

• Collaborate with colleagues and Twilio's Product and Engineering teams using Slack.

• Submit Jira tickets for reproducible software bugs.

• Review the internal knowledge base to remain updated on industry trends and standards.

• Highlight customer issues to management to enhance processes.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

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

• Strong understanding of technology stacks prevalent in the Web ecosystem.

• Practical knowledge of general-purpose programming languages.

• Excellent problem-solving and technical troubleshooting abilities.

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

• Proficient at de-escalating challenging customer situations in a live environment.

• Outstanding reading comprehension, listening, and writing skills.

• Previous experience or familiarity with Twilio products is a plus.

• Coding experience in any programming language, including the ability to read and debug code, is preferred.

• Prior experience with JIRA or a similar ticketing system is desirable.

🏝️ Benefits

• Competitive compensation.

• Generous paid time off.

• Substantial parental leave.

• Wellness leave.

• Healthcare coverage.

• Retirement savings program.

• Support for volunteering and donations.

• Remote-first work environment.

• Occasional travel or in-person meetings for project or team collaboration.