Remote opportunity at
TwilioTechnical Support Engineer
Twilio is hiring a remote Technical Support Engineer based in Ireland to deliver customer assistance concerning billing inquiries and account administration. In this position, you will…
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About This Role
Twilio is hiring a remote Technical Support Engineer based in Ireland to deliver customer assistance concerning billing inquiries and account administration. In this position, you will troubleshoot complex technical issues, handle escalations, and collaborate across internal departments like engineering, product management, and research and development. This role suits individuals who enjoy tackling difficult problems and communicating effectively with both technical and non-technical audiences through phone, email, and chat. Twilio operates…
Job Description
Twilio is hiring a remote Technical Support Engineer based in Ireland to deliver customer assistance concerning billing inquiries and account administration. In this position, you will troubleshoot complex technical issues, handle escalations, and collaborate across internal departments like engineering, product management, and research and development.
This role suits individuals who enjoy tackling difficult problems and communicating effectively with both technical and non-technical audiences through phone, email, and chat. Twilio operates a twenty-four-seven support model, requiring staff to work on a rotating shift schedule that may include weekends and holidays, with assigned shifts spanning Monday through Sunday during standard daytime and evening windows. Candidates may also be asked to travel occasionally for team meetings or customer events, and to report in person on an ad-hoc basis.
The company provides innovative communications solutions that enable businesses and developers to build personalized customer interactions globally. Joining this remote-first environment connects you with a diverse team dedicated to shaping the future of communications while maintaining a strong culture of global inclusion and collaboration.
Responsibilities
- Manage escalations and work directly with users and support teams to resolve issues and utilize platform features
- Escalate critical problems to internal channels while testing, communicating resolutions, and reporting software bugs
- Verify that customer service issues are fully fixed and execute internal procedures to scale support
- Collaborate with cross-functional groups including R&D and product management to turn customer needs into solutions
- Handle reporting tasks, maintain knowledge base documentation, and provide email, chat, and phone support
Requirements
- Knowledge of Excel, SQL, and Zendesk
- Ability to communicate empathetically, diplomatically, and friendly with customers
- Skill in mentoring team members and offering platform improvements
- Capacity to make quick, sound decisions and handle QoS troubleshooting and third-party escalations
- Experience investigating billing, pricing, and usage questions and reconciling accounts
- Strong understanding of REST APIs and cloud solutions
Qualifications
- Past billing experience involving invoice analysis
- Previous work with Zuora or other financial management software
Core Skills
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare coverage
- Retirement savings program
Frequently Asked Questions
Is this job remote?
Yes, this role is remote and based in Ireland, though employees may occasionally travel for project or team meetings and report in person on an ad-hoc basis.
What is the salary for this position?
The salary is not stated in the job posting.
What are the working hours for this role?
Twilio operates a 24/7 support model using a rotating shift schedule. Depending on business needs, assignments may fall on Monday through Friday, Tuesday through Saturday, or Sunday through Thursday during shifts starting at 7 AM, 8 AM, or 9 AM, and you may be required to work weekends and holidays.
What software and technical knowledge are required?
Required knowledge includes Excel, SQL, Zendesk, and REST APIs, along with the ability to troubleshoot cloud solutions and Quality of Service issues.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.