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Job intelligence

Technical Support Engineer 2

Twilio

Location: Ireland Work arrangement: Remote — restrictions unclear Employment: Full Time Posted: October 30, 2026 Freshness: Very fresh Source check: Observed in the past 3 days
Disclosure3 of 5 core facts statedReview uncertainties
Last source observationObserved in the past 3 daysObservation is not employer confirmation.
Application destinationjobicy.comReview the application route and source evidence in the full report below.

Before relying on the listing: Confirm Compensation and Application closing time with the employer or source. See verification questions

Executive opportunity brief

The decision in one screen

A compact evidence-first read of compensation, flexibility, mobility and what still needs verification. No universal quality score is used.

Compensation positionPay not disclosed
Work flexibilityRemote — restrictions unclearBased only on stated location/work-arrangement evidence.
Decision evidence3 of 5 core facts knownThis listing states about the same number of core decision facts as the median role in the current sample.
Mobility evidenceSponsorship not establishedUnknown evidence is not treated as unavailable.
Current alternatives921 current same-family rolesCurrent HPJ inventory, not the whole labor market.
Negotiation readinessNegotiation evidence available: current same-currency market context.Use the private Offer & Negotiation Lab below if an offer arrives.
Watch closely: Comparable advertised compensation is incomplete

Fast read

Opportunity DNA

The available details do not point to a single standout advantage yet. The clearest issue to weigh is the pay picture is incomplete.

PayNot disclosed

A financial comparison will need the approved compensation range.

FlexibilityRemote with some uncertainty or restrictions

The work arrangement can be assessed, although it is not among the most flexible patterns detected.

Entry pathMixed requirements

Some access and qualification signals are clear, but the overall entry path is neither unusually open nor unusually restrictive.

MobilityNot established

Sponsorship and relocation support are not clear from the current listing.

ApplicationSome process detail

Part of the application route can be assessed, but the full external process may contain additional steps.

TraceabilityCurrent source traceable

At least one recent enabled source can still renew this vacancy.

This fingerprint summarizes what is clear, constrained or still unanswered in the current listing. It is a reading aid, not an overall job score.

Decision evidence check

3 of 5 core facts stated

This checks whether the listing states the facts that commonly change an employment decision. It measures disclosure completeness, not whether the opportunity is good or bad.

Facts already stated

  • Work arrangement
  • Advertised location
  • Employment type

What to verify next

  • Compensation: What is the approved compensation range, and what portion is guaranteed base pay rather than variable compensation?
  • Application closing time: Is there a firm application deadline, a rolling review window or no stated closing date?

Advertised location is not proof of work authorization, sponsorship, or legal eligibility. Unknown information is not a negative score; verify those questions separately.

Decision levers

What could make or break the fit?

Reasons to look closer

Nothing stands out strongly enough yet to call a clear advantage. The role may still be attractive for reasons the listing does not spell out.

Trade-offs to weigh

  • The pay picture is incomplete: No usable salary range is stated, so a meaningful financial comparison is not possible yet.

Questions worth asking before you invest more time

  • Ask for the approved compensation range before comparing this opportunity financially.
  • Confirm which countries employees may work from and whether payroll-country, timezone or office-attendance restrictions apply.
  • Confirm whether a degree is actually required, preferred, or replaceable with equivalent experience.
  • Ask whether visa sponsorship is available before investing significant time in the application.

These questions come from details the listing leaves open. An unanswered point is not treated as a disadvantage.

Opportunity neighborhood

Keep your options open

These live roles sit close enough to this opportunity to make useful comparison points. Look across several employers before deciding what pay, flexibility or access trade-offs you are willing to accept.

SMB Customer Success Manager - Americas

Ashby · Canada, USA

USD 80,000–120,000 / year Region-restricted remote 4/5 core facts

Why it is nearby: Similar work arrangement · Same employment type · Recently posted

Different angle: Seniority is not explicit · Different country

Client Support Specialist - After Hours

Lyra Health · USA

USD 49,920–49,920 / year Region-restricted remote 4/5 core facts

Why it is nearby: Similar work arrangement · Same employment type · Recently posted

Different angle: Seniority is not explicit · Different country

Technical Support Engineer, Triage & Discovery

Alloy · Anywhere in the World

Salary not disclosed Worldwide remote 4/5 core facts

Why it is nearby: Similar work arrangement · Same employment type · Recently posted

Different angle: Seniority is not explicit

Merchant Support Specialist

Polar · Europe

Salary not disclosed Region-restricted remote 3/5 core facts

Why it is nearby: Similar work arrangement · Same employment type · Recently posted

Different angle: Seniority is not explicit

This neighborhood is drawn from current inventory in the same broad occupation. Similarity is based on explicit listing facts; missing details do not count against a job.

Role market context

How much current choice is visible around this kind of work?

This compares the vacancy with current High Paid Job inventory in the broad Customer success & support roles family. It describes visible choice and disclosure, not future demand or career quality.

Current visible roles921

200 most recent current roles sampled for the disclosure measures below.

Employers represented158

Distinct employers in the bounded current sample, not an estimate of all employers hiring in the market.

Decision-ready disclosure32%

Current sampled roles stating at least four of the five Core Decision Facts.

Compensation stated37%

Requires a numeric amount, explicit ISO currency and supported pay period.

Work arrangement stated85%

Listings with explicit enough remote, hybrid or on-site evidence to classify.

Stated closing time31%

Missing deadline evidence remains unknown and is not interpreted as an open-ended application window.

Disclosure comparison: This listing states about the same number of core decision facts as the median role in the current sample. This listing: 3/5 · sample median: 3.0/5.

Currencies with explicit pay evidence in the sample: USD (58) · EUR (5) · GBP (4) · CAD (3). Raw amounts across different currencies are not compared.

This describes current visible High Paid Job inventory in the same broad occupation family. Percentages use a bounded recent sample and are not a forecast, a complete labor-market census or an employer-quality measure.

Constraint opportunity lab

What changes the size of the current opportunity pool?

Each line applies one stricter evidence-based constraint to the same bounded current role-family sample. It helps you see the trade-off in visible choice without deciding which trade-off is right for you.

Require explicit sponsorship or relocation support 0 / 200 0%

Counts only affirmative or possible sponsorship evidence, or relocation explicitly offered. Unknown is not treated as no.

Stay in the same stated country 3 / 101 3%

Uses only roles where a country is known. Roles without country evidence are excluded from this denominator.

Require worldwide remote evidence 26 / 200 13%

A much stricter subset: only listings with explicit worldwide-remote evidence remain.

Require at least four Core Decision Facts 64 / 200 32%

Shows the subset with enough stated evidence for a more informed first comparison.

Require usable compensation disclosure 74 / 200 37%

Requires amount, explicit ISO currency and a supported pay period. Missing pay evidence remains unknown.

Require a remote-listed arrangement 102 / 200 51%

Counts roles explicitly classified as worldwide remote, region-restricted remote or remote with restrictions still unclear.

Keep the same employment type 127 / 133 95%

Uses only roles with a stated employment type.

These are counterfactual filters over a bounded sample of current HPJ inventory in the same broad occupation family. They show how visible choice changes when one evidence-based constraint is applied; they do not tell you which constraint you should choose or predict hiring outcomes. The calculation uses the 200 most recent current roles from 921 visible roles in this broad family.

Salary transparency context

Is pay disclosure typical for this kind of role?

This listing does not state usable structured compensation. About 37% of the bounded current role sample does.

This listingUsable pay not stated

Compensation counts only when amount, ISO currency and supported pay period are all known.

Current same-role sample37%

Pay disclosure is limited in the current role sample.

Current employer pattern17%

This employer’s current visible listings disclose pay materially less often than the current same-role sample.

This compares salary-disclosure behavior in current visible listings. It does not compare raw salary amounts across currencies, infer undisclosed pay as zero, or rate employer quality.

Private offer & negotiation lab

Turn an offer into evidence, not guesswork

Enter an annual base offer and, if you want, your own target. HPJ compares only within one explicit currency and never chooses a target for you.

Advertised annualized payNot usable / not disclosedListing evidence only.
Current comparable medianUSD 104,78258 current sampled roles
Current upper quartileUSD 130,766Current HPJ inventory context, not a salary recommendation.

Negotiation evidence available: current same-currency market context.

Enter an annual base offer to compare it with explicit same-currency evidence. HPJ will not suggest a target for you.

Review the full package · 10 terms

Mark what is confirmed, what needs clarification and what you want to prioritize. These choices and notes stay in this browser.

Base payVerify

The approved base-pay range is not established in the listing.

Bonus / commissionVerify

Variable compensation is mentioned; verify amount, formula, target and eligibility.

Equity / long-term incentivesVerify

Equity or long-term incentive language is mentioned; verify grant type, vesting and valuation basis.

Retirement / pensionVerify

Retirement or pension benefits are mentioned; verify employer contribution and vesting.

Health benefitsVerify

Health-benefit language is mentioned; verify coverage, dependants and employee cost.

Paid leaveVerify

Paid-leave language is mentioned; verify the exact entitlement and carry-over rules.

Work arrangementKnown

A work-arrangement signal is available; verify schedule details before relying on it.

RelocationVerify

Relocation support not established

Visa / work authorizationVerify

Sponsorship not established

Review timingVerify

A review cycle is mentioned; verify timing and whether compensation can change at that review.

Questions worth taking into the offer conversation

  • What is the approved base-pay range for this role?
  • Is there a bonus, commission or other variable-pay component, and how is it calculated?
  • Does the package include equity or another long-term incentive, and what are the vesting terms?
  • What retirement or pension contribution does the employer provide?
  • What health coverage is included and what costs remain with the employee?
  • How much paid leave is provided and what are the carry-over or blackout rules?
  • If relocation is relevant, what expenses, timing and repayment conditions are covered?
  • What exact sponsorship or work-authorization conditions apply to this role?

Occupation intelligence

What broader career references connect to this role?

HPJ uses broad comparison families for current-market analysis. External taxonomy results are reference candidates for that broad family, not a declaration that this vacancy has been authoritatively classified into a specific occupation.

HPJ comparison familyCustomer success & support roles
Adjacent families worth exploringSales roles · Operations & program roles

European occupation references

This service uses the ESCO classification of the European Commission.

U.S. occupation references

This site incorporates information from O*NET Web Services by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). O*NET® is a trademark of USDOL/ETA.

Career reference research

Skills worth investigating

Official occupational context, paired with exact phrases visible in this vacancy. It is not a skills test or an applicant-fit score.

ESCO · European occupation

customer service representative

Usually essential in this ESCO occupation
  • perform escalation procedure
  • keep records of customer interaction
  • create solutions to problems
  • ensure client orientation
  • knowledge basePhrase in listing
  • have computer literacy
  • perform multiple tasks at the same time
Context-dependent ESCO skills
  • contact customers
  • show diplomacy
  • measure customer feedback
  • sales activities
  • upsell products

O*NET · U.S. occupation

Customer Service Representatives

O*NET occupation skills
  • Active ListeningPhrase in listing
  • Service Orientation
  • Speaking
  • Reading Comprehension
  • Critical Thinking
  • Complex Problem Solving
  • Time Management
  • Monitoring
Build my private skill preparation brief Your evidence · Practice · Interview questions

Plan how you might demonstrate or investigate occupational skills. These are broad-family reference examples, not confirmed vacancy requirements. Nothing you enter is sent to High Paid Job.

perform escalation procedureESCO · Essential · Listing mention unknown
keep records of customer interactionESCO · Essential · Listing mention unknown
create solutions to problemsESCO · Essential · Listing mention unknown
ensure client orientationESCO · Essential · Listing mention unknown
knowledge baseESCO · Essential · Exact phrase in listing
have computer literacyESCO · Essential · Listing mention unknown
perform multiple tasks at the same timeESCO · Essential · Listing mention unknown
contact customersESCO · Optional · Listing mention unknown
show diplomacyESCO · Optional · Listing mention unknown
measure customer feedbackESCO · Optional · Listing mention unknown
sales activitiesESCO · Optional · Listing mention unknown
upsell productsESCO · Optional · Listing mention unknown
Active ListeningO*NET · Skills · Exact phrase in listing
Service OrientationO*NET · Skills · Listing mention unknown
SpeakingO*NET · Skills · Listing mention unknown
Reading ComprehensionO*NET · Skills · Listing mention unknown
Critical ThinkingO*NET · Skills · Listing mention unknown
Complex Problem SolvingO*NET · Skills · Listing mention unknown
Time ManagementO*NET · Skills · Listing mention unknown
MonitoringO*NET · Skills · Listing mention unknown

Private to this browser. Up to 20 reference skills; not a qualification assessment or hiring prediction.

Useful next question: Which of these occupational reference skills does the hiring manager actually expect for this specific role, and what evidence would demonstrate them?

These skills belong to one reference occupation selected for HPJ’s broad career family, not a verified classification of this vacancy. Text overlap only means a phrase appears in the available listing text; it does not establish an employer requirement, your proficiency, or a qualification gap. A missing mention is unknown, not a deficit.

Adjacent current roles to investigate

Adjacent-family roles are exploration prompts from current HPJ inventory. They are not inferred qualification matches and they do not imply a promotion path.

Skill bridge

What does this role connect to?

SQL is one of the signals this listing shares with skills appearing often across current Customer success & support roles opportunities.

Skills named in this listing

SQL

Shared with the current career sample

  • SQL Seen in 11 sampled listings

Application edge

  • If these skills match your background, prepare one concrete example that shows how you used SQL rather than relying on a keyword-only claim.
  • The listing states about 3 years of required experience. Check that the dates and scope in your application make that experience easy to verify.

If the named skills are genuinely transferable in your own experience, the occupation map also points to adjacent current families worth researching: Sales roles and Operations & program roles. This is exploration context, not a qualification match.

Skill signals come from explicit text mentions. A mention is not automatically a requirement, and absence from the current top-skill list does not make a skill rare or unimportant. The current career comparison draws on 120 sampled listings; 79 contain a recognized skill signal.

Application Decision Lab

Turn the listing into a preparation plan

Separate what the listing actually states from what you still need to prepare or verify. Your selections and short notes stay in this browser and are never submitted to High Paid Job.

Explicit requirement

At least about 3 years of experience required

The available wording contains an explicit minimum/required years-of-experience signal. Preferred years are tracked separately and never promoted into the required minimum.

Listing mention

SQL

This skill or technology is explicitly mentioned in the available listing text. A mention is not automatically a mandatory requirement; prepare a concrete example only if it is relevant to your experience.

Questions worth resolving before you rely on the opportunity

  • Compensation: What is the approved compensation range, and what portion is guaranteed base pay rather than variable compensation?
  • Application closing time: Is there a firm application deadline, a rolling review window or no stated closing date?
  • Work authorization / sponsorship: If sponsorship or work authorization matters to you, what exact immigration or employer-sponsorship conditions apply to this role?
  • Application process: What interview, assessment, portfolio, reference or screening stages are part of the hiring process?

Decision analysis

What the listing really tells you

Useful decision context

For Technical Support Engineer 2 at Twilio, the most useful clues right now are work-location flexibility has usable detail, qualifications reveal more than the job title alone, and the application route gives a few useful clues. Looking at them together makes the trade-offs easier to see.

Work-location flexibility has usable detail

The work-location pattern is “Remote with some uncertainty or restrictions”, with Remote Freedom at 68/100.

Qualifications reveal more than the job title alone

At least about 3 years of experience required · 1 additional stated barrier. Unstated education or experience requirements stay open rather than being assumed.

The application route gives a few useful clues

Provider-mediated application path. The external application may contain additional steps that are not visible from the listing itself.

Source continuity adds useful context

1 recent enabled source can currently renew this vacancy across 1 source classes. That improves traceability, although it does not verify the employer itself.

How this analysis is assembled

This read combines the structured details currently available for pay, flexibility, qualifications, mobility, application effort and source continuity. Missing facts are left open for you to verify.

Analysis evidence coverage

How much analysis can the current evidence support?

50%Partial analysis evidence coverage
50%
Current-sample pay positionInsufficient comparable salary sample

Comparable salary data is not available for this job yet.

Remote Freedom evidence68 / 100

Measures observable location flexibility and explicit restrictions; it does not determine whether remote work is personally desirable.

Salary evidence qualityNo usable disclosed salary evidence

Missing compensation is not treated as negative evidence; this dimension simply remains unavailable.

Listing freshnessVery fresh

The listing was posted about 1 days ago.

Source provenance evidenceEstablished source evidence

At least one enabled source recently observed the vacancy. The source chain is traceable, but this is not independent employer verification.

There is no universal opportunity score because pay, flexibility and access matter differently to different people. Compare Jobs lets you weight the evidence around your own priorities.

Decision checklist

What is supported, uncertain or worth checking?

This checklist separates supported strengths, visible cautions and missing evidence. It is not an overall recommendation or guarantee that the job is suitable for you.

Supported strengths

No standout strength is supported strongly enough to list here. That is not a negative rating.

Visible cautions

  • At least about 3 years of experience required

Still unknown

  • There is not enough comparable salary evidence to establish this job’s current pay position.
  • Visa sponsorship is not established by the available listing data.

Qualifications & access

What qualifications are explicitly stated?

Some explicit entry barriers stated

EducationEducation requirement not established
Required experience evidenceAt least about 3 years of experience required
Explicit required barriers1
Explicit access signals0

Explicit requirements worth checking

  • At least about 3 years of experience required: The available wording contains an explicit minimum/required years-of-experience signal. Preferred years are tracked separately and never promoted into the required minimum.

Qualification signals come from explicit listing wording. Anything not mentioned remains unknown, so silence is never treated as proof that a degree, experience, licence or other requirement is unnecessary.

Pay vs. barriers

Opportunity Efficiency not assessed

The current pay position is not reliable enough to weigh compensation against the stated barriers.

Explicit stated barriers

1 explicit required barrier is visible in the available wording.

Required experience evidence

The listing states at least about 3 years of required experience.

Evidence gaps that could change this interpretation
  • Current comparable pay position is unavailable.
  • Education requirement is not established.

This section weighs pay context against clearly stated barriers without collapsing unlike requirements into one universal score. Degree, experience, licensing, clearance and location limits remain separate, and missing qualification details stay unknown.

Beyond the headline

Not enough evidence for a hidden-value finding

Potential hidden value appears only when several distinct non-pay advantages are actually supported. Missing requirements or benefits are never counted as positives.

Still check: At least about 3 years of experience required · The current application path is provider-mediated rather than directly classified as an employer-authorized or official route.

Hidden Value is an experimental evidence summary, not an investment-style score or guarantee of employability. It only uses explicit current listing evidence and does not infer that an unmentioned qualification is unnecessary.

Compensation intelligence

How competitive is this pay?

No High Pay Score yet

Comparable salary data is not available for this job yet.

Why this analysis?

  • Comparable salary data is not available for this job yet.
  • Salary confidence: Not available. No disclosed salary can currently be normalized for comparison. Missing compensation is not treated as low-quality salary evidence.
  • Range quality: No disclosed range.

Employer compensation communication

Pay transparency at Twilio

Limited current pay transparency

This score uses the employer’s current visible listings and combines how often pay is disclosed with how useful those ranges are. Bonus, equity and benefit mentions are shown separately and do not raise the score.

34/100
34%
Salary disclosure17% · 10 of 60 sampled listings
Range qualityMostly focused or specific pay information
Bonus wording6 current listings
Equity wording10 current listings
Benefits wording47 current listings
Evidence strengthStronger

This pattern comes from the employer’s current visible vacancies. It describes hiring and pay transparency in those listings, not employee satisfaction or a permanent judgement of the employer.

Current employer intelligence

Twilio — current opportunity snapshot

Current opportunities visible60
Salary disclosure17%
Remote-policy evidence coverage100% · 60 of 60 sampled listings
Remote share of known arrangements82%
Worldwide-remote share13%
Known hiring countries10
Sponsorship evidence coverage0% · 0 of 60 sampled listings
Explicit sponsorship outcomes0 confirmed · 0 possible · 0 unavailable
Pattern sample60 of 60 · 100% coverage
Current role-family breadth9
Stated closing-date coverage13%
Relocation evidence coverage0% · 0 explicitly offered
Posted within 7 days38% of listings with a known posting date

Employer Evidence Profile

How often this employer’s current visible sampled vacancies state decision-critical information. These percentages describe evidence coverage, not employer quality.

Compensation17% of sampled current listings

Current sampled listings with advertised compensation evidence.

Work arrangement100% of sampled current listings

Current sampled listings whose work arrangement is clearer than unknown.

Location68% of sampled current listings

Current sampled listings with a supported country signal.

Application timing13% of sampled current listings

Current sampled listings with an explicit closing time.

Posting date100% of sampled current listings

Current sampled listings with a usable posting date.

Sponsorship0% of sampled current listings

Current sampled listings that explicitly indicate confirmed, possible or unavailable sponsorship evidence.

Relocation0% of sampled current listings

Current sampled listings with an explicit relocation signal.

Low coverage means the current visible listings state the information less often. It does not prove that the employer lacks the policy, benefit or support.

Common current occupation families: Sales (20) · Marketing (5) · Executive (4)

Visible seniority mix: Mid-career (1) · Senior / lead (23) · Leadership (22)

Current employment-type mix: Full time (49)

Most visible hiring countries in this sample: United Kingdom (15) · Ireland (8) · United States (5) · Spain (3)

Other current roles from this employer

These are other current vacancies visible from the same employer, not endorsements or evidence of future hiring plans.

Current disclosed salary medians by currency

  • USD 131,730 median · 7 disclosed salaries

Questions worth asking this employer

  • What compensation range applies to this role, and which parts of total compensation are fixed versus variable?
  • If work authorization matters to you, what sponsorship policy applies to this specific role and location?
  • If a move is required, is relocation assistance available for this position?
  • What is the expected application and interview timeline if the listing does not state a closing date?

These questions are prompted by missing or thin evidence in the employer’s current visible vacancies. Missing evidence is not treated as a negative judgement.

This employer snapshot uses the employer’s current visible listings. Remote and sponsorship rates use only vacancies with explicit evidence, while missing information stays unknown. Salary medians are shown separately by currency and need at least five disclosed salaries. Zero confirmed sponsorship means none was explicitly found in this sample, not that sponsorship is unavailable.

This snapshot describes the employer’s current visible vacancies—things such as pay disclosure and work arrangement. It is not an employee-satisfaction or hiring-quality rating, and different currencies stay separate.

Work-location intelligence

Remote Freedom

68/100

Remote with some uncertainty or restrictions

68%

Why this score?

  • The role is remote, but the exact applicant-location restrictions are not clear.

Remote Freedom measures observable location flexibility only. Unknown work-location information remains unscored. Timezone wording is penalized only when it appears restrictive; general collaboration across time zones is not treated as a restriction. A score does not guarantee legal work eligibility, payroll availability or visa sponsorship.

International applicant intelligence

Visa & relocation signals

Sponsorship status is shown only when the listing provides clear enough wording. Employer history or headquarters location is not used to guess an answer.

Visa sponsorshipSponsorship not established

The available listing details do not contain a clear enough sponsorship statement.

RelocationRelocation support not established

The available listing details do not contain a clear enough relocation statement.

Tradeoff check

What’s the catch?

No obvious trade-off appears in the available job details. That does not mean the role has no drawbacks, so the original listing and employment terms are still worth reading carefully.

Application-path intelligence

What can we see about the application process?

Provider-mediated application path

The current application path comes through a publisher or aggregator. The destination may still lead to an employer-authorized hiring system, but that is not clear enough to assume.

Current destination: jobicy.com · HTTPS

No additional required application step is clear in the available listing text. This does not mean the external application is one-click or friction-free.

Application effort is estimated from visible listing and source details. Optional steps are kept separate from mandatory ones, and the external form may contain additional requirements that are not visible here.

Application safety context

Application safety check

Basic application-safety context available

The current application destination has a basic transport-safety signal such as HTTPS. This does not verify the employer, vacancy, recruiter or application process.

Evidence checked: Source provenance · Application destination · Listing wording

Observable transport-safety signals

  • The available application destination uses HTTPS.
Before you share money or sensitive information
  • Confirm the vacancy on the employer’s official careers site when practical, especially if a recruiter contacts you outside the listed application path.
  • Check that recruiter email domains and application destinations are consistent with the employer or an identifiable recruiting provider.
  • Do not pay application, processing, training or equipment fees merely to be considered for a job.
  • Do not send cryptocurrency, gift cards, online-banking credentials or PINs as part of an application.
  • Treat unusually fast offers or interviews conducted only through informal messaging channels as reasons to verify the employer independently.

This is a limited safety screen, not employer verification and not a fraud determination. Never send money, cryptocurrency, passwords or sensitive banking credentials merely because a listing appears on a job platform.

Original listing details

The section below comes from the listing source. The decision sections above use the job’s structured pay, location, qualification, mobility and application details to give you additional context.

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.
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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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See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 2.

About the job

This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company and excellent Support is what our customers have come to expect and love about Twilio. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading!

Responsibilities

In this role, you will:

  • Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat.
  • Assess the nature of product or service issues and resolve a variety of complex support problems.
  • Log customer interactions and tag/categorize issues accordingly.
  • Resolve a monthly volume of tickets consistent
  • Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary.
  • Identify ways to improve existing processes and procedures.
  • Mentor newer members of the Customer Support team with customer issues.
  • Contribute content to knowledge base to support team and customer enablement
  • Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed
  • Other duties as required
  • Incident report and Oncall

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

  • 3+ years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies
  • A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback
  • Experience communicating complex technical issues to both technical and non-technical audiences via phone or email
  • Strong, creative problem solving skills
  • Quick learner, willing to take initiative, and has great follow through
  • A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
  • A high-energy, optimistic outlook and positive attitude
  • An empathetic approach to troubleshooting and customer service
  • A demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
  • Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in
  • Self Motivation - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others
  • Focus - Achieve what they set out to do before launching new initiatives. Complete company-linked goals and tasks, not simply to be busy and active
  • Experience with the following:
  • Willing to work from 8.00 AM to 5.00 PM Ireland Local time Tuesday - Saturday.

Desired:

  • Reading/Debugging HTML (a plus)
  • SQL (a plus)
  • Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing)
  • Postman or other APIs client

Location

This role will be remote, and based in Ireland.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

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Stay alert to recruitment fraud

We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Listing provenance

Where did this job come from?

See where this vacancy came from and whether more than one current source can still support it. Source names help with traceability and attribution; they are not endorsements or guarantees.

Current source evidenceEstablished source evidence

At least one enabled source recently observed the vacancy. The source chain is traceable, but this is not independent employer verification.

Continuity
One recent renewable source
Source-class independence
One renewable source class
Last source observation
Observed in the past 3 days

This records when High Paid Job last observed the vacancy in source evidence. It confirms source presence, not that the employer edited the vacancy at that time.

  • 1 enabled source recently observed this vacancy.

Source confidence is about traceability and continuity. It is separate from application safety and should not be read as an employer reputation rating.

JobicyPublisher source

The vacancy is supplied by an external job publisher. Source information helps show where the listing came from; it is not a guarantee about the employer or vacancy.

Continue to applicationOpens in a new tab

Listing source: Jobicy. Destination: jobicy.com. The application opens in a new tab so you can keep this report open.