# Technical Support Engineer at Twilio

> Resolve complex customer requests across phone, email, chat and live support, and identify upsell opportunities.

- Company: Twilio (twilio.com)
- Location: Remote - Ireland (remote)
- Places: Remote, Ireland
- Posted: 2026-09-22
- Team: Global Customer Support
- Work mode: Remote
- Apply: https://job-boards.greenhouse.io/twilio/jobs/8204407
- Page: https://ye.saranatour.dev/jobs/technical-support-engineer-twilio-kn78mmnxvhmxk6ybvyg3kbpxv18hd2k0

## The posting

Technical Support Engineer
Twilio · Remote - Ireland

**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.
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**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.
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**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.

**See yourself at Twilio**

Join the team as Twilio’s next Technical Support Engineer 3.

**About the job**

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.

We are looking for our next Technical Support Engineer 3 to join our Global Customer Support team, who will be dedicated to understanding and resolving complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel, identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas. Identifies and responds to customer escalations and thoroughly document every customer interaction

**Responsibilities**

In this role, you will:

- Understands and resolves complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel. Identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas.
- Communicate complex concepts to customers. Anticipates customer questions and proactively responds with suggestions
- Identifies and responds to customer escalations. Effectively work multiple support channels (chat, phone, social, etc). Work on one concurrency chat.
- Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA complianc