Technical Support Engineer

🔥 5 minutes ago

🇮🇪 Ireland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• 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