Technical Support Engineer

Twilio·Remote - IrelandRemotemid

In short

→Soportes técnicos avanzados a clientes globally usando múltiples canales (chat, llamadas, correo).
→Actúas como experto en APIs y SDKs de Twilio, resolviendo problemas complejos y proponiendo soluciones.
→Trabajo remoto-first con posibles encuentros presenciales ocasionales para eventos del equipo.

Fluent English required

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What they ask for

✓Experiencia previa en soporte técnico con clientes.
✓Capacidad para comunicar conceptos técnicos complejos con claridad.
✓Conocimiento práctico de APIs y SDKs (especialmente en comunicaiones).
✓Habilidad para manejar múltiples tickets o soportes simultáneos.
✓Proactividad para anticipar necesidades del cliente y sugerir mejoras.
✓Capacidad para documentar interacciones con clientes de manera exhaustiva.

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

Twilio platformAPIsSDKsPhoneEmailChatSide channelLive supportSupport/communication channelsEscalations

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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. . 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. See yourself at Twilio Join the team as Twilio’s next Technical Support Engineer 3 About the job This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs. We are looking for our next Technical Support Engineer 3 to join our Global Customer Support team in India, who will be dedicated to understanding and resolving complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel, identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas. Identifies and responds to customer escalations and thoroughly document every customer interaction Responsibilities In this role, you will: • Understands and resolves complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel. Identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas. • Communicate complex concepts to customers. Anticipates customer questions and proactively responds with suggestions • Identifies and responds to customer escalations. Effectively work multiple support c

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