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Technical Support Engineer 2

Twilio· Customer Support
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Hybrid (Ireland)full-timePosted 1w ago

About the role

Technical Support Engineer 2 role in Twilio's Ireland-based team (VSPA). Responsible for supporting customers' use of Twilio platform, acting as subject matter expert for APIs/SDKs, and collaborating with Product/Engineering to resolve complex issues. Includes rostering on a 5-day work week and may include weekend days; remote-first with Ireland-based location.

Responsibilities

  • Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
  • Work with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
  • Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.
  • Collaborate with teammates and Product/Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
  • Review internal knowledge to stay current on industry shifts and standards.
  • Assist your manager in process improvements by surfacing customer pain points to assist in process improvement.
  • Support our customers on holidays to ensure that our customer’s needs are met.

Qualifications

  • 2+ years of Technical Support Experience or similar relevant experience.
  • Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code (bonus: Node.js, C# or Java or Python) and client-side code (JavaScript). React.js is a bonus.
  • Good understanding of Object-Oriented Programming (OOP) concepts.
  • Basic understanding of SQL and query-writing skills.
  • Good understanding of APIs, HTTP Protocol, and RESTful services.
  • Troubleshooting network connectivity issues with understanding of TCP/UDP and basics of SSL/TLS.
  • Experience troubleshooting SIP, VoIP, and IP telephony issues.
  • High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email.
  • Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.
  • Excellent written and verbal communication skills.

Skills

Required:Technical SupportFull-Stack JavascriptAPI and RESTSQLSIP/VoIP/IP TelephonyCommunication
Nice to have:Node.js

Benefits

  • Competitive pay
  • Generous time off
  • Parental and wellness leave
  • Healthcare
  • Retirement savings program
  • Location-specific offerings
Last updated Oct 15, 2026. Interested? Apply on the company site.

About Twilio

Twilio platform for communications and programmable APIs across messaging, voice, video, and AI-enabled workflows.

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