Technical Support Engineer
Twilio INC · 🌍 Remote - Ireland · Remote
Sponsorship verdict
No sponsorship evidence yet
No government record and no wording either way. Not a refusal — ask the recruiter.
- No government sponsor record hereNo government sponsor record covers this employer in this country.
- The posting doesn’t mention sponsorshipSilence isn’t a refusal — ask the recruiter before investing much time.
- Can’t check pay against the visa rulesNo salary stated. Ireland Critical Skills Employment Permit needs at least €40,904 a year (General Employment Permit: €36,605). Source: https://enterprise.gov.ie/en/what-we-do/workplace-and-skills/employment-permits/permit-types/critical-skills-employment-permit/, rules effective 2026-03-01.
- Confirmed live todayWhen a source last listed this job as open.
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Why not apply?
No register record and no sponsorship wording in the posting. Worth asking the employer before investing significant time.
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Sponsor Radar — Twilio INC
No government sponsor record covers this employer in this country.
Past sponsorship or register membership never guarantees sponsorship for this vacancy or for you. Full Sponsor Radar for Twilio INC →
About the role
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 and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first 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. . 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. . 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 and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first 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 in India, 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 compliance targets. Meet SLA requirements per channel/role • Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution • Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers • Mentor or provide training to other team members in case management best practices. • Thoroughly document every c