Technical Support Engineer

Twilio·Remote - IrelandRemotejunior

In short

→Técnico de soporte que resuelve problemas técnicos y de facturación para clientes de Twilio.
→Trabajas en turnos rotativos, incluyendo fines de semana, con soporte por correo, chat y teléfono.
→Destaca el modelo de trabajo remoto global con reuniones presenciales ocasionales.

Fluency in English is required for this role.

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What they ask for

✓Experiencia en entornos de telecomunicaciones.
✓Conocimiento sólido de tecnologías web comunes.
✓Habilidades de comunicación efectiva con públicos técnicos y no técnicos.
✓Capacidad para gestionar múltiples tareas con prioridades cambiantes.
✓Experiencia en soporte técnico con enfoque en resolución de problemas.
✓Disponibilidad para turnos rotativos, incluyendo fines de semana y festivos.

Don't tick every box? That's normal — your free dossier shows your gaps and how to cover them in the interview.

Twilio platformEmail supportChat supportPhone supportBug reportingEngineering teamsProduct ManagementSupport teamsR&DKnowledge base documentation

Who should you write to at Twilio?

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Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . About the job This position is needed to support our customers with account administration and billing inquiries through effective troubleshooting, timely escalations, and cross-functional collaboration, ensuring we deliver world-class support to every Twilio customer. We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work. You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures. Twilio operates a 24/7 support model, so the ability to work weekends and holidays (as needed) may be required. A rotating shift schedule is in place, and you may be assigned to work Monday–Friday, Tuesday–Saturday, or Sunday–Thursday from 7AM to 4PM 8 AM to 5 PM or 9 AM to 6 PM, depending on business needs. Responsibilities In this role, you’ll: • Work on escalations, collaborating directly with our users and Customer Support teams to solve problems and help them leverage all of Twilio’s platform functionality • Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution • Report bugs to our Engineering teams, as well as helping to prioritize fixes to ensure customer satisfaction • Clearly communicate with customers and other internal teams about issues impacting their service • Effectively verify that issues have been resolved • Execute internal processes to streamline and scale support • Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions • Work on reporting and knowledge base documentation • Provide Email, Chat and Phone support to customers

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