Twilio

1 day ago

Technical Support Engineer 3

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Support customers with complex account administration and billing inquiries as a Technical Support Engineer, owning queue tickets with minimal guidance. Resolve incident and billing trends, document key technical details in tickets, and improve support processes. Engage customers across email, chat, and phone while meeting SLA targets, and help mentor peers through difficult concepts. Participate in a 24/7 support on-call rotation and communicate clearly to technical and non-technical audiences.

Location: Ireland

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Own and resolve queue tickets, including complex account administration, billing inquiries, and escalated cases.
•Recognize cross-product trends, raise issues through proper channels, and suggest next steps.
•Fully document customer and internal interactions in tickets, capturing key technical details.
•Identify gaps in documentation and create draft articles and training resources to upskill the team.
•Continuously streamline support processes and deliver multi-channel support across email, chat, and phone while meeting SLA targets.

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsParental LeaveWellness Stipend

Key Requirements

•Troubleshooting expertise using support tools such as Zendesk, Excel, SQL, Splunk, and JIRA.
•Strong time management and ability to prioritize high-volume cases to meet SLA targets with little to no guidance.
•Excellent verbal and written communication skills for explaining complex concepts to technical and non-technical audiences.
•Ability to make sound decisions quickly and collaborate effectively across teams.
•Experience mentoring or guiding peers and advising on platform or process improvements.

Experience:SaaS B2B

Skills:TroubleshootingCommunicationTime managementCollaborationMentorship

Languages:English

Tech Stack:ZendeskExcelSQLSplunkJIRAZuora

Company Brief

Twilio

Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn

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Twilio

1 day ago

Technical Support Engineer 3

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: Ireland

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Own and resolve queue tickets, including complex account administration, billing inquiries, and escalated cases.
•Recognize cross-product trends, raise issues through proper channels, and suggest next steps.
•Fully document customer and internal interactions in tickets, capturing key technical details.
•Identify gaps in documentation and create draft articles and training resources to upskill the team.
•Continuously streamline support processes and deliver multi-channel support across email, chat, and phone while meeting SLA targets.

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsParental LeaveWellness Stipend

Key Requirements

•Troubleshooting expertise using support tools such as Zendesk, Excel, SQL, Splunk, and JIRA.
•Strong time management and ability to prioritize high-volume cases to meet SLA targets with little to no guidance.
•Excellent verbal and written communication skills for explaining complex concepts to technical and non-technical audiences.
•Ability to make sound decisions quickly and collaborate effectively across teams.
•Experience mentoring or guiding peers and advising on platform or process improvements.

Experience:SaaS B2B

Skills:TroubleshootingCommunicationTime managementCollaborationMentorship

Languages:English

Tech Stack:ZendeskExcelSQLSplunkJIRAZuora

Company Brief

Twilio

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn