Greenhouse ·
full-timeTechnical Support Engineer
Twilio · Remote - Ireland
Twilio is a cloud communications platform that provides APIs and SDKs enabling businesses and developers to embed voice, messaging, video and other interaction capabilities into their applications. The Technical Support Engineer internship supports customers using these APIs, handling complex queries through phone, email, chat and other channels. Daily work involves diagnosing issues, reproducing problems, consulting runbooks and internal knowledge bases, documenting each interaction, and escalating when needed. Interns also look for adoption or upsell signals and may guide teammates on case‑management best practices. The role suits students or recent graduates with a strong technical foundation, comfortable with APIs, debugging tools and scripting, and who can explain technical concepts clearly to non‑technical users. Good written and verbal communication, ability to multitask across support queues, and a proactive attitude toward learning Twilio’s products are essential.
Education
- Level: Bachelor's degree
Key Skills
About the Role Twilio is a remote‑first company seeking a Technical Support Engineer 3 to support customers using the Twilio platform, act as a subject‑matter expert for Twilio APIs and SDKs, and help resolve complex requests via phone, email, chat, or other channels. Responsibilities Understand and resolve complex customer requests via multiple support channels. Identify adoption and upsell opportunities and make appropriate connections. Develop knowledge across multiple specialty areas. Communicate complex concepts and proactively suggest solutions. Handle customer escalations and meet SLA compliance targets. Prioritize queues, tag, categorize, and merge tickets following guidelines. Leverage runbooks, macros, AI tools, and automation to resolve tickets efficiently. Escalate to senior technical resources when needed. Mentor and train team members on case‑management best practices. Thoroughly document all customer and internal interactions, including technical details such as logs, Splunk queries, and JIRA tickets. Requirements Strong knowledge of Twilio APIs and SDKs. Excellent verbal and written communication skills. Ability to work across phone, email, chat, and social support channels. Experience with ticketing systems, runbooks, macros, and automation tools. Familiarity with Splunk and JIRA for technical troubleshooting. Ability to prioritize workload, meet SLA targets, and handle escalations. Mentoring and knowledge‑sharing capabilities. Eligibility
Technical Support Engineer: role and responsibilities
- Understand and resolve complex customer requests via phone, email, chat, and other support channels.
- Identify adoption and upsell opportunities and connect customers with appropriate Twilio solutions.
- Prioritize, tag, categorize, and merge tickets following established guidelines while meeting SLA targets.
- Leverage runbooks, macros, AI tools, Splunk queries, and JIRA to troubleshoot and document issues efficiently.
- Mentor team members on case‑management best practices and escalate to senior technical resources when needed.
Skills for this role
Required skills
Also mentioned in the listing
| 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
- Review Twilio’s API and SDK documentation and build a small project to demonstrate hands‑on experience.
- Practice creating and using runbooks and macros in a ticketing system to show familiarity with automation tools.
- Prepare examples of how you have handled customer escalations or met SLA commitments in past roles or projects.
- Familiarize yourself with basic Splunk search queries and JIRA ticket workflows, as they are mentioned for troubleshooting.
- Highlight any mentoring or knowledge‑sharing experience, even from academic group projects or volunteer work.
Common mistakes to avoid
- Failing to mention specific Twilio API or SDK experience – fix: list any projects or coursework where you used Twilio APIs.
- Providing generic customer‑service examples without tying them to phone, email, or chat channels – fix: describe concrete situations where you handled each channel.
- Overlooking the importance of runbooks, macros, or automation tools – fix: explain how you have used or would use them to improve ticket resolution.
- Not providing metrics for SLA compliance or escalation handling – fix: include numbers or percentages that show you met targets or reduced escalation time.
- Omitting any mentoring or knowledge‑sharing activity – fix: highlight instances where you trained peers or documented best practices.
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 Twilio APIs, SDKs, Customer Support, Phone Support, Email Support, Chat Support, Runbooks, Macros, AI tools, Splunk. 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 are the eligibility criteria for this internship?
- The listing states that eligible degrees are DEGREE; it does not specify particular courses, batches, or a minimum GPA.
- Is prior work experience required for this role?
- The experience requirement is listed as 0‑0 years, meaning no prior professional experience is required.
More at Twilio
Other jobs at Twilio
- Senior Financial Manager, Partnerships · Remote - US
- Program Manager, Carrier Operations & Governance · Remote - US
- Senior International Payroll Analyst · Remote - Ireland
- Principal Product Manager · Remote - US
- Principal, R&D Strategy & Operations · Remote - US
Explore Related Placements
// similar opportunities
You might also like
Technical Support Engineer
Twilio
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...
Rotating shift schedule; weekends/holidays may be required
Technical Support Engineer
Twilio
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...
Irregular shifts, weekends/holidays may be required
Technical Support Engineer
Nozominetworks
Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT cybersecurity. We defend some of the world’s largest organizations and criti...
Technical Support Engineer
Intercom
Fin , now part of Salesforce, is on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Ag...
Senior Technical Support Engineer
Nice
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards ...
0-1 year experience eligible.
Technical Support Engineering
Microsoft
Technical Support Engineering...