Twilio - Technical Support Engineer
Requirements
• Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! • Bachelor’s degree or equivalent work experience • 2+ years of experience in a client-facing technical role, preferably in supporting REST API 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 • 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 Zendesk or a similar ticketing system. • Location • This role will be remote, and based in Ireland. • Travel • We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
Responsibilities
• Work on messaging email cases submitted by both individual developers and major brands. • Assist customers with troubleshooting message deliverability issues and debug customer code. • Speak with a customer on the phone and chat in order to guide them through the development of their SMS application. • Collaborate with your teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
Benefits
• Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. • Twilio thinks big. Do you? • We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. • So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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