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 have the optimal experience with Twilio products.

• Act as Twilio’s representative to customers and partners, serving as an expert on Twilio APIs and SDKs.

• Address and resolve intricate customer inquiries and manage crucial escalations.

• Handle advanced customer questions through both live and digital support channels.

• Proactively detect customer pain points and resolve critical issues within SLA guidelines.

• Keep records of interactions, which include Splunk queries, JIRA tickets, logs, and other technical documents.

• Revise team knowledge bases and internal troubleshooting manuals.

• Utilize Twilio AI tools and internal automation resources to enhance workflows and communication.

• Provide mentorship to colleagues, lead onboarding for new team members, and develop structured technical training programs.

• Collaborate with Engineering, Product, Sales, and external partners to design customer solutions.

• Spearhead technical projects and process enhancements that scale the global support organization.

⛳️ Requirements

• Over 7 years of relevant experience in API or enterprise software, including expertise in technical troubleshooting.

• Intermediate knowledge of programming languages such as C#, Java, JavaScript, Ruby, PHP, Python, or React.js.

• Proficient in REST API and familiar with REST API tools like Postman.

• Solid understanding of SQL and data analysis using tools such as Looker, Tableau, or CloudZero Dashboard.

• Strong knowledge of networking connectivity and PCAP analysis skills.

• Experience troubleshooting TCP/UDP issues and basic SSL/TLS.

• Proficiency in English in verbal, comprehension, listening, and writing contexts.

• Ability to convey intricate technical issues to both technical and non-technical audiences through phone, chat, or email.

• Strong analytical capabilities and decision-making skills.

• Advanced case management skills coupled with excellent time management.

• Capability to de-escalate challenging or complex customer situations in real-time.

• Proficient in troubleshooting with DevTools.

• Fundamental understanding of SSO/Auth0.

• Familiarity with AWS, GCP, Azure, and serverless platforms like Lambda.

• Willingness to work weekends or holidays as necessary.

• Preferred: Knowledge of Segment products.

• Preferred: Experience with Kibana or Grafana for web application log analysis.

• Preferred: Familiarity with APM and CRM tools like Salesforce.

• Preferred: Basic understanding of AI/ML, query search, and AI/LLMs.

🏝️ Benefits

• Competitive compensation.

• Generous time-off policies.

• Extensive parental leave.

• Wellness leave options.

• Comprehensive healthcare coverage.

• Retirement savings program.

• Support for employee volunteering and charitable contributions.