Technical Support Engineer 2 (SaaS)

Location: Remote, based in Ireland. Working hours are 8:00 AM to 5:00 PM Ireland local time, Tuesday through Saturday. Occasional travel may be required for team or customer meetings.

Company

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

What you will do

• Provide technical support for Twilio’s Email platform through phone, email, social media, and chat.
• Assess and resolve complex product and service issues, documenting and categorizing customer interactions.
• Act as an escalation point for moderately complex issues and coordinate escalations with Product and Engineering.
• Manage ticket queues, support volume, SLAs, CSAT goals, incident reporting, and on-call duties.
• Mentor newer Customer Support team members and contribute to the knowledge base.
• Identify improvements to support processes and procedures.

Requirements

• 3+ years of experience in client-facing customer or technical support, preferably involving Email, Communications, SaaS, or related technologies.
• Experience explaining complex technical issues to technical and non-technical audiences by phone or email.
• Strong problem-solving, prioritization, troubleshooting, communication, and customer-service skills.
• Ability to remain calm and effective under high workloads, take ownership, learn quickly, and follow through on commitments.
• Ability to work 8:00 AM to 5:00 PM Ireland local time, Tuesday through Saturday.

Nice to have

• HTML reading and debugging experience.
• SQL knowledge.
• Experience with SFDC, QuickBooks, Zuora, or other financial management software.
• Experience with Postman or other API clients.

Culture & Benefits

• Remote-first work environment with occasional in-person team, customer, or project meetings.
• Competitive pay and generous time off.
• Parental and wellness leave.
• Healthcare and retirement savings program.
• Opportunities to support volunteering and community initiatives.

Hiring process

• Hiring decisions are made through a human-led process, with AI used to help improve hiring efficiency.
• Formal interviews are part of the process; recruitment communications should come from an official Twilio email address.