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

• Assist customers in utilizing the Twilio platform and ensure they have an optimal experience with Twilio products

• Represent Twilio's voice to customers and partners

• Function as a subject matter expert for Twilio APIs and SDKs

• Resolve customer issues and relay feedback to Product and Engineering teams

• Collaborate with customers’ and partners’ developers, architects, and support staff to solve complex challenges

• Diagnose and address Quality of Service (QoS) concerns

• Work together with team members and Product and Engineering via Slack

• Create JIRA tickets to report reproducible bugs

• Review internal resources to stay updated on industry trends and standards

• Identify customer pain points and contribute to process enhancements

• Provide support to customers during holidays

• Travel around 5% for in-person engagement and relationship development

• Over 2 years of Technical Support Experience or a similar relevant background

• Experience in Full-Stack JavaScript technical support

• Proficiency in troubleshooting server-side code; familiarity with Node.js, C#, Java, or Python is advantageous

• Capability to troubleshoot client-side JavaScript code; knowledge of React.js is a plus

• Strong understanding of Object-Oriented Programming principles

• Basic knowledge of SQL and ability to write queries

• Solid understanding of APIs, HTTP Protocol, and RESTful services

• Expertise in diagnosing network connectivity issues, including TCP/UDP and fundamentals of SSL/TLS

• Experience in troubleshooting SIP, VoIP, and IP telephony problems

• High proficiency in communicating intricate technical issues to both technical and non-technical audiences via phone or email

• Exceptional written and verbal communication abilities

• Willingness and capability to assist customers during holidays and work schedules that may include weekends

• Competitive compensation

• Generous paid time off

• Substantial parental and wellness leave

• Healthcare coverage

• Retirement savings plan

• Remote-first work environment

• Flexible remote working options

• Support for employee volunteering and charitable contributions

Technical Support Engineer – Level 2

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