[All remote jobs](https://jobicy.com/jobs.md)[![Twilio logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/10/WRILS-201023175858-722503.jpg)](https://jobicy.com/company/twilio.md)[Twilio](https://jobicy.com/company/twilio.md) # Technical Support Engineer 2 Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/twilio.md)ShareRemote from[Ireland](https://jobicy.com/job-region/ireland.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished30 Oct 2026Apply before29 Nov 2026Listing views49Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Twilio is hiring a Technical Support Engineer 2 to deliver customer-facing support for its Email platform. The role investigates and resolves complex issues across phone, email, social media, and chat while managing tickets, SLAs, CSAT, and escalations to Product and Engineering. The engineer will also mentor newer support staff, improve support processes, contribute knowledge-base content, and participate in incident reporting and on-call work. Candidates need at least three years of SaaS, communications, email, or related technical support experience and must work Tuesday through Saturday, 8:00 AM to 5:00 PM Ireland local time. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a mid-level technical support position requiring independent troubleshooting of complex SaaS and email-platform issues, escalation judgment, and incident participation. It combines high ticket-volume expectations with strong customer communication and mentoring responsibilities. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$75,000US market range (per year)$60k–$90k0$99.00k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The annual compensation estimate is an AI-generated USD market estimate for a mid-level remote technical support engineer and is not verified employer compensation. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support](https://jobicy.com/jobs?search_keywords=Technical%20support.md)[SaaS support](https://jobicy.com/jobs?search_keywords=SaaS%20support.md)[Email platform support](https://jobicy.com/jobs?search_keywords=Email%20platform%20support.md)[Customer troubleshooting](https://jobicy.com/jobs?search_keywords=Customer%20troubleshooting.md)[Incident management](https://jobicy.com/jobs?search_keywords=Incident%20management.md)[Ticket management](https://jobicy.com/jobs?search_keywords=Ticket%20management.md)[SLA management](https://jobicy.com/jobs?search_keywords=SLA%20management.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Knowledge base documentation](https://jobicy.com/jobs?search_keywords=Knowledge%20base%20documentation.md)[API testing](https://jobicy.com/jobs?search_keywords=API%20testing.md)[Postman](https://jobicy.com/jobs?search_keywords=Postman.md)[SQL](https://jobicy.com/jobs?search_keywords=SQL.md)[HTML debugging](https://jobicy.com/jobs?search_keywords=HTML%20debugging.md)[Mentoring](https://jobicy.com/jobs?search_keywords=Mentoring.md) Sample interview questionsHow would you troubleshoot a customer report that transactional emails are not being delivered?I would first collect the message identifiers, timestamps, sender domain, recipient examples, error responses, and recent configuration changes. I would validate account configuration, API request details, authentication and domain settings, suppression status, and delivery-event logs, then isolate whether the issue is at submission, processing, or recipient-delivery stage. I would communicate findings and next steps in plain language, while escalating with complete diagnostics if a product or infrastructure issue is suspected. Describe how you prioritize multiple urgent support tickets while maintaining SLA commitments. I assess severity, customer impact, contractual SLA, time sensitivity, and whether an issue may affect multiple customers. I address service outages, security concerns, and broad-impact incidents first, acknowledge customers quickly, and set realistic update expectations. I keep ticket notes current, use escalation paths early when needed, and revisit priorities as new information arrives. How do you explain a complex technical issue to a non-technical customer? I start with the customer impact and use clear, non-jargon language to explain what is happening, why it matters, and what actions are required. I break instructions into short steps, confirm understanding, and provide examples or screenshots when useful. I avoid blaming language and make sure the customer knows what I will do next and when they can expect an update. Give an example of how you would improve a recurring support issue. I would review ticket categories, contact reasons, resolution times, and customer feedback to identify a repeatable pattern. After validating the root cause with relevant teams, I would propose an improvement such as a knowledge-base article, troubleshooting workflow, product feedback item, or proactive customer guidance. I would measure whether the change reduces ticket volume, handling time, or repeat contacts. How would you use Postman and SQL when investigating a support case? I would use Postman to reproduce and inspect API requests, verify headers and payloads, compare responses, and identify authentication or validation problems. Where authorized support data is available, I would use SQL to review relevant records, events, or trends and validate the scope of an issue. I would handle customer data carefully, document only necessary findings, and include actionable evidence in any escalation. Opportunity details ## About this role. Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to[hundreds of thousands of businesses](https://customers.twilio.com/)and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to [remote-first work](https://www.twilio.com/en-us/blog/open-work), and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Technical Support Engineer 2. About the job 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. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading! Responsibilities In this role, you will: * 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 * Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed * Other duties as required * Incident report and Oncall Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: * 3+ years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies * A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback * Experience communicating complex technical issues to both technical and non-technical audiences via phone or email * Strong, creative problem solving skills * Quick learner, willing to take initiative, and has great follow through * A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency * A high-energy, optimistic outlook and positive attitude * An empathetic approach to troubleshooting and customer service * A demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs * Accountability – Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they’re involved in * Self Motivation – Motivated to do or achieve something because of one’s own enthusiasm or interest, without needing pressure from others * Focus – Achieve what they set out to do before launching new initiatives. Complete company-linked goals and tasks, not simply to be busy and active * Experience with the following: * Willing to work from 8.00 AM to 5.00 PM Ireland Local time Tuesday – Saturday. Desired: * Reading/Debugging HTML (a plus) * SQL (a plus) * Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing) * Postman or other APIs client Location This role will be remote, and based in Ireland. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call [Twilio Magic](https://www.twilio.com/company/values). Additionally, we empower employees to build [positive change in their communities](https://twilio.org/support-and-resources/impact-fund) by supporting their volunteering and donation efforts. So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, [please consider other open positions.](https://www.twilio.com/company/jobs#open-positions) . Stay alert to recruitment fraud We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @[twilio.com](http://twilio.com) email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps. . Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Show more [Apply now >](https://jobicy.com/jobs/157938-technical-support-engineer-2-2.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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