Technical Support Engineer

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Assist customers in utilizing the Twilio platform to ensure they receive the optimal experience from Twilio products.

• Represent Twilio to customers and partners while serving as a subject matter expert on Twilio APIs and SDKs.

• Address complex customer inquiries through various channels, including phone, email, chat, social media, side-channel, live support, and more.

• Recognize opportunities for adoption and upselling, making suitable connections.

• Explain intricate concepts and proactively answer customer inquiries with helpful suggestions.

• Identify and manage customer escalations, working to de-escalate challenging situations.

• Prioritize support queues based on status, priority, entitlement, and SLA requirements.

• Tag, categorize, merge, and resolve tickets utilizing runbooks, wikis, macros, AI tools, and automation.

• Escalate issues to senior technical resources to facilitate ticket resolution.

• Provide mentorship or training to team members on case-management best practices.

• Document interactions with customers and internally, including technical details, research, cross-team collaboration, and troubleshooting steps.

• Contribute to the creation of knowledge articles.

• Manage incidents during on-call shifts and triage SDM escalations.

• Engage in process-improvement initiatives.

⛳️ Requirements

• 5–7 years of relevant experience.

• Proven background in a Technical Support Engineer, Application Support, or Support Engineer role, providing support for complex software products or platforms.

• Strong programming and scripting troubleshooting capabilities in at least one of the following: JavaScript (preferably with Node.js), Python, or Java.

• Experience with API or enterprise software, including technical troubleshooting skills.

• Practical knowledge of REST APIs, HTTP protocol concepts, and API testing tools such as Postman or curl, and Webhooks.

• Solid understanding of networking and real-time communication principles, encompassing VoIP, SIP, WebRTC, TCP/UDP networking fundamentals, and TLS/SSL.

• Proficient debugging and troubleshooting skills across application logs, API calls, network traces, packet captures, basic analysis, and browser developer tools.

• Fluency in English.

• Willingness to work non-standard shifts, participate in weekend and on-call rotations, and cover weekend and holiday hours.

• Ability to diplomatically address customer concerns and provide constructive feedback.

• Bachelor's Degree or equivalent certifications and work experience (preferred).

🏝️ Benefits

• Competitive compensation.

• Generous paid time off.

• Extensive parental leave.

• Wellness leave.

• Comprehensive healthcare coverage.

• Retirement savings plan.

• Support for employee volunteering and donation initiatives.

• Approximately 15% travel to meet with customers and colleagues in person.