Technical Support Engineer
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Job Description
Technical Support Engineer supporting Twilio’s communications platform and APIs. Resolving complex customer issues across technical support channels from Ireland.
Responsibilities:
- Support customers’ use of the Twilio platform and help them get the best experience from Twilio products
- Act as the voice of Twilio to customers and partners and serve as a subject matter expert for Twilio APIs and SDKs
- Resolve complex customer requests through phone, email, chat, social, side-channel, live support, and other communication channels
- Identify adoption and upsell opportunities and make appropriate connections
- Communicate complex concepts and proactively respond to customer questions with suggestions
- Identify and respond to customer escalations and de-escalate difficult situations
- Prioritize queues according to status, priority, entitlement, and SLA requirements
- Tag, categorize, merge, and resolve tickets using runbooks, wikis, macros, AI tools, and automations
- Escalate to senior technical resources to drive ticket resolution
- Mentor or train team members in case-management best practices
- Document customer and internal interactions, technical details, research, cross-team engagement, and troubleshooting steps
- Contribute to knowledge articles
- Manage incidents during on-call shifts and triage SDM escalations
- Participate in process-improvement initiatives
Requirements:
- 5–7 years of experience
- Proven experience in a Technical Support Engineer, Application Support, or Support Engineer role supporting complex software products or platforms
- Strong programming/scripting troubleshooting skills in at least one of JavaScript (preferably with Node.js), Python, or Java
- API or enterprise software experience, including technical troubleshooting skills
- Hands-on experience with REST APIs, HTTP protocol concepts, API testing tools such as Postman or curl, and Webhooks
- Solid understanding of networking and real-time communication, including VoIP, SIP, WebRTC, TCP/UDP networking fundamentals, and TLS/SSL
- Strong debugging and troubleshooting skills across application logs and API calls, network traces, packet captures, basic analysis, and browser developer tools
- Fluency in English
- Availability to work non-standard shifts, weekend rotation, on-call rotation, weekend, and holiday hours
- Ability to diplomatically address customer concerns and provide feedback
- Bachelor's Degree or equivalent certifications and work experience (desired)
Benefits:
- Competitive pay
- Generous time off
- Ample parental leave
- Wellness leave
- Healthcare
- Retirement savings program
- Support for employee volunteering and donation efforts
- Approximately 15% travel to connect in person with customers and colleagues
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