Twilio - Technical Support Engineer
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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! • 2+ years of experience in a technical support environment. • Schedule: ability to work non-standard, on-call rotation weekend and holiday hours. • Experience with troubleshooting customer issues. • Proficient in ticket management, customer service, and documentation. • Strong problem-solving skills and technical aptitude. • Familiarity with APIs, data analysis tools, Zendesk, and Jira. • Demonstrated ability to manage competing priorities in a high-volume environment. • Effective cross-functional collaboration skills. • Excellent written and verbal communication skills. • Desired: • Experience supporting communications platforms or SaaS products. • Experience in a rapidly growing or high-change environment. • Previous remote or distributed team experience. • Experience with Looker, Zuora, ServiceNow, and payment processor tools. • Multilingual abilities. • 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
• Troubleshoot and resolve technical issues for Twilio customers via support tickets. • Manage high ticket volumes to ensure timely responses and resolution within SLAs. • Escalate complex incidents to internal teams and collaborate on solutions. • Document troubleshooting steps and customer interactions accurately. • Partner cross-functionally to improve support processes and customer outcomes.
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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