Greenhouse ·
full-timeTechnical Support Engineer
Twilio · Remote - Ireland
Education
- Level: Bachelor's degree
Key Skills
Notes
Rotating shift schedule; weekends/holidays may be required
About the Role Twilio is a remote‑first communications platform company seeking a Technical Support Engineer intern to assist customers with account administration, billing inquiries, and technical troubleshooting. Responsibilities Work on escalations, collaborate with users and Support teams, report bugs, communicate resolutions, verify issue fixes, execute internal support processes, partner with Product, Support, and R&D, create documentation, provide Email, Chat, and Phone support. Requirements Knowledge of Excel, SQL and ZenDesk; ability to address customer concerns empathetically; strong communication and time‑management skills; experience with troubleshooting and Quality of Service (QoS) concepts.
Technical Support Engineer: role and responsibilities
- Work on customer escalations and troubleshoot technical issues.
- Collaborate with users and internal Support teams to address inquiries.
- Report bugs and verify that issue fixes are effective.
- Execute internal support processes and create documentation for recurring problems.
- Partner with Product, Support, and R&D teams to improve service quality.
- Provide support via Email, Chat, and Phone channels.
- Communicate resolutions clearly to customers and ensure satisfaction.
Skills for this role
| Role | Technical Support Engineer |
|---|---|
| Company | Twilio |
| Location | Remote - Ireland |
| Compensation | Not disclosed |
| Posted | 2026-09-30 |
| Deadline | Rolling |
How to prepare for the Technical Support Engineer role
- Emphasize your hands‑on experience with Excel for data analysis and reporting.
- Showcase your ability to write SQL queries to extract and manipulate customer data.
- Mention any prior use of ZenDesk or similar ticketing systems for support tasks.
- Prepare to discuss how you have applied Quality of Service concepts to troubleshoot communication issues.
- Practice clear, empathetic communication for handling billing and technical inquiries over email, chat, and phone.
Common mistakes to avoid
- Failing to provide specific examples of Excel or SQL use; fix by detailing concrete projects where you applied those tools.
- Overlooking the importance of empathy in technical support; fix by preparing stories that show you listened and responded to customer concerns patiently.
- Submitting a generic resume that does not mention ZenDesk or ticketing experience; fix by highlighting any support platform you have used, even if briefly.
- Ignoring the need to explain Quality of Service concepts simply; fix by rehearsing a short explanation of QoS in plain language for non‑technical audiences.
- Forgetting to mention remote work readiness; fix by noting your home office setup and experience collaborating across time zones.
Resume keywords for this listing
Terms the listing itself uses. Include the ones you can back with a project or experience.
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Technical Support Engineer at Twilio: frequently asked questions
- Who can apply for the Technical Support Engineer role at Twilio?
- The listing asks for Bachelor's degree; freshers are welcome.
- What skills does the Technical Support Engineer role require?
- The listing highlights Excel, SQL, ZenDesk, Quality of Service. Show each of these in a project or past role on your resume.
- What is the salary for this role?
- Twilio has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Technical Support Engineer position remote, hybrid or onsite?
- The listing marks this role as remote, with Remote - Ireland as the location.
- What is the application deadline?
- Twilio has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Technical Support Engineer role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
- What is the work mode for this internship?
- The role is fully remote, based in Ireland.
- Are there any specific degree requirements for applicants?
- The listing states that eligible degrees are DEGREE, but does not specify particular fields or institutions.
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