At a glance
- Experience
- 2+ years experience
- Workplace
- Remote
- Location
- Ireland
About the role
- The Technical Support Engineer 2 will support customers' use of Twilio's Programmable Messaging product.
- This role functions as the voice of Twilio to customers and partners while operating as a subject matter expert for the 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 a customer on the phone and chat in order to guide them through the development of their SMS application.
- Collaborate with teammates and the Twilio Product and Engineering teams via Slack.
- File Jira's to report reproducible bugs and review 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.
Requirements
- 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
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
Workplace
- Remote-first company with ad-hoc in-person reporting for team gatherings, functional off-sites, or customer meetings.
- May be required to travel occasionally to participate in project or team in-person meetings.
Skills
- REST API
- Slack
- Jira
