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Twilio
4 дня назад

Technical Support Engineer 2 (Programmable Messaging API)

Формат работы
remote (только Ireland)
Тип работы
fulltime
Грейд
middle
Английский
b2
Страна
Ireland
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Technical Support Engineer 2 (Programmable Messaging API): Supporting customers using Twilio’s Programmable Messaging product by troubleshooting message deliverability, debugging customer code, and guiding SMS application development with an accent on REST APIs, customer communication, and technical problem-solving. Focus on diagnosing complex messaging issues, explaining technical concepts to varied audiences, and collaborating with Product and Engineering teams to report reproducible bugs.

Location: Remote, based in Ireland; occasional travel may be required for team gatherings, project meetings, off-sites, or customer meetings.

Company

Twilio provides communications solutions that enable businesses and developers to create personalized customer experiences.

What you will do

  • Support individual developers and major brands with messaging and email cases.
  • Troubleshoot message deliverability issues and debug customer code.
  • Guide customers by phone and chat through developing SMS applications.
  • Explain complex technical issues clearly to technical and non-technical audiences.
  • Collaborate with Product and Engineering teams, file reproducible bugs in Jira, and maintain internal technical knowledge.
  • Surface recurring customer problems and help improve support processes.

Requirements

  • Bachelor’s degree or equivalent work experience.
  • At least 2 years of experience in a client-facing technical role, preferably supporting REST APIs or enterprise software.
  • Strong understanding of technology stacks used in the web ecosystem and functional knowledge of general-purpose programming languages.
  • Strong problem-solving, technical troubleshooting, reading, listening, and writing skills.
  • Ability to communicate professionally, provide concise feedback, and de-escalate difficult customer situations.

Nice to have

  • Knowledge of Twilio products.
  • Coding experience in any language, including reading and debugging code.
  • Experience with Jira or a similar ticketing system.

Culture & Benefits

  • Remote-first work environment with a global and inclusive culture.
  • Competitive pay and generous time off.
  • Parental and wellness leave.
  • Healthcare and retirement savings program.
  • Opportunities to participate in volunteering and community support initiatives.

Hiring process

  • AI may be used to support hiring efficiency, while final decisions are made by Twilio employees.
  • A formal interview process is required; offers are not made without interviews.

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