Technical Support Engineer – Level 2

🔥 3 minutes ago

🇮🇪 Ireland – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 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 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

• 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

• 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