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Twilio

Technical Support Engineer – Level 2

Twilio

. Support customers’ use of the Twilio platform and help them get the best experience from Twilio products .

Posted 10/12/2026full-timeRemote • IrelandJuniorMid-LevelWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Technical Support with a focus on Twilio APIs and SDKs, while effectively communicating complex technical issues to diverse audiences. Proficient in troubleshooting server-side and client-side code, network connectivity, and Quality of Service (QoS) issues.

Highest-signal resume keywords
Technical Support ExperienceFull-Stack Javascript SupportAPI and RESTful Services KnowledgeTroubleshooting Network ConnectivityExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Technical SupportFull-Stack JavascriptNode.jsC#JavaPythonReact.jsSQLObject-Oriented ProgrammingTroubleshooting SIP and VoIP
Soft Skills
Communication SkillsProblem-SolvingCustomer Support
Tools & Technologies
TwilioSlackJIRA
Industry Keywords
Quality of ServiceTCP/UDPSSL/TLSIP Telephony

Tech Stack

Tools & technologies
JavaJavaScriptNode.jsPythonReactSQLVoIP

About the role

Key responsibilities & impact
  • Support customers’ use of the Twilio platform and help them get the best experience from Twilio products
  • Act as Twilio’s voice to customers and partners
  • Serve as a subject matter expert for Twilio APIs and SDKs
  • Address customer issues and provide feedback to Product and Engineering teams
  • Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems
  • Troubleshoot and resolve Quality of Service (QoS) issues
  • Collaborate with teammates and Product and Engineering through Slack
  • File JIRAs to report reproducible bugs
  • Review internal knowledge to stay current on industry shifts and standards
  • Surface customer pain points and assist with process improvements
  • Support customers on holidays
  • Travel approximately 5% for in-person connection and relationship-building

Requirements

What you’ll need
  • 2+ years of Technical Support Experience or similar relevant experience
  • Full-Stack Javascript technical support experience
  • Ability to troubleshoot server-side code; Node.js, C#, Java, or Python are bonuses
  • Ability to troubleshoot client-side JavaScript code; React.js is a bonus
  • Good understanding of Object-Oriented Programming concepts
  • Basic understanding of SQL and query-writing skills
  • Good understanding of APIs, HTTP Protocol, and RESTful services
  • Skills troubleshooting network connectivity issues, including TCP/UDP and basics of SSL/TLS
  • Experience troubleshooting SIP, VoIP, and IP telephony issues
  • High competency communicating complex technical issues to technical and non-technical audiences by phone or email
  • Excellent written and verbal communication skills
  • Willingness and ability to support customers on holidays and work rosters that may include weekends

Benefits

Comp & perks
  • Competitive pay
  • Generous time off
  • Ample parental and wellness leave
  • Healthcare
  • Retirement savings program
  • Remote-first work
  • Flexible remote work arrangements
  • Support for employee volunteering and donation efforts