Join Twilio as a Technical Support Engineer 2 to provide excellent support for the Email platform in a remote-first environment.
Posted by employer 19 hours ago
First seen on Joblaze 8 hours ago
Last verified on the company career page 8 hours ago
What you'll build
- Provide product support for customer inquiries
- Assess and resolve complex support problems
- Log customer interactions and categorize issues
- Mentor newer members of the Customer Support team
- Contribute content to knowledge base
Must have
- 3+ years experience in a client-facing customer/technical support role
- Demonstrated history of customer focus and empathy
- Experience communicating complex technical issues
- Strong problem solving skills
- Ability to remain calm under pressure
- Attention to detail
Nice to have
- Reading/Debugging HTML
- SQL experience
- Experience with SFDC
- Experience with QuickBooks
- Experience with Zuora
- Experience with Postman
Practical constraints
- Willing to work from 8.00 AM to 5.00 PM Ireland Local time Tuesday - Saturday
AI in the day-to-day
We use Artificial Intelligence (AI) to help make our hiring process efficient.
Requirements
- Experience
- 3+ years
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
In the role of Technical Support Engineer 2 at Twilio, the individual will provide comprehensive technical assistance to users of the Email platform, addressing a variety of customer inquiries through multiple communication channels. Key skills include a strong background in customer support, technical problem-solving, and the ability to communicate complex issues clearly to diverse audiences. This position is ideal for someone with at least three years of experience in a client-facing support role, particularly in SaaS or related technologies, who thrives in a fast-paced environment. The team values mentorship and continuous improvement, contributing to a culture of collaboration and custom
Joblaze insights
- Listed today — first seen on Joblaze October 9, 2026. Last confirmed on Twilio's careers page October 9, 2026.
- This exact title is also open at 5 other locations at Twilio: Ireland, Remote - India, Remote - India, Remote - Ireland, Remote - Colombia.
Quick facts
- Is the Technical Support Engineer 2 role remote?
- Yes — Twilio lists this as a fully remote position.
- How much experience is required?
- At least 3 years of relevant experience for this Technical Support Engineer 2 role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Email, HTML, Postman, SQL, SaaS.
- What seniority level is this role?
- Twilio targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Technical Support Engineer 2 role at Twilio.
From the original posting
Who we are
See yourself at Twilio
Join the team as Twilio’s next Technical Support Engineer 2.
About the job
This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company and excellent Support is what our customers have come to expect and love about Twilio. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading!
Responsibilities
In this role, you will:
- Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat.
- Assess the nature of product or service issues and resolve a variety of complex support problems.
- Log customer interactions and tag/categorize issues accordingly.
- Resolve a monthly volume of tickets consistent
- Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary.
- Identify ways to improve existing processes and procedures.
- Mentor newer members of the Customer Support team with customer issues.
- Contribute content to knowledge base to support team and customer enablement
- Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed
- Other duties as required
- Incident report and Oncall
*Required:
- 3+ years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies
- A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback
- Experience communicating complex technical issues to both technical and non-technical audiences via phone or email
- Strong, creative problem solving skills
- Quick learner, willing to take initiative, and has great follow through
- A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
- A high-energy, optimistic outlook and positive attitude
- An empathetic approach to troubleshooting and customer service
- A demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
- Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in
- Self Motivation - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others
- Focus - Achieve what they set out to do before launching new initiatives. Complete company-linked goals and tasks, not simply to be busy and active
- Experience with the following:
- Willing to work from 8.00 AM to 5.00 PM Ireland Local time Tuesday - Saturday.
Desired:
- Reading/Debugging HTML (a plus)
- SQL (a plus)
- Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing)
- Postman or other APIs client
Location
This role will be remote, and based in Ireland.
Twilio thinks big. Do you?
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.Standard company text repeated across Twilio's postings is omitted here.