Technical Support Engineer 2

Join the team as Twilio's next Technical Support Engineer 2. This position is needed to support our customers' use of Twilio's Programmable Messaging product. You will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio's Programmable Messaging API.

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 customers on the phone and chat to guide them through the development of their SMS application.
• Collaborate with teammates and the Twilio Product and Engineering teams via Slack.
• File Jira tickets to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
• Work with your manager to surface customer problems to assist in process betterment.

Qualifications:

• 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 JIRA or a similar ticketing system

Location: This role will be remote, and based in Ireland.

What We Offer: 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.