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Technical Support Engineer 2
Twilio
Remote · IrelandSalary not disclosedfull-timeTwilio Careers
This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company and excellent Support is what our customers have come to expect and love about Twilio.
Responsibilities
- Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat.
- Assess the nature of product or service issues and resolve a variety of complex support problems.
- Log customer interactions and tag/categorize issues accordingly.
- Resolve a monthly volume of tickets consistent
- Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary.
- Identify ways to improve existing processes and procedures.
- Mentor newer members of the Customer
- Support team with customer issues.
- Contribute content to knowledge base to support team and customer enablement
- Support SLAs and CSAT goals are consistently met and ticket queues are well managed
Languages
- Work format
- Remote
- Seniority
- Mid
- Posted
- 1 Oct 2026
- Last verified
- In the last 5 days
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