Technical Support Engineer @Twilio

Overview

Twilio is shaping the future of communications from the comfort of home, delivering innovative solutions globally. The Technical Support Engineer 3 role involves supporting customers’ use of the Twilio platform, working as the voice of Twilio for customers and partners, and acting as a subject matter expert for Twilio’s APIs and SDKs.

Key Responsibilities

• Resolve complex customer requests via various communication channels.
• Communicate complex concepts and anticipate customer questions with proactive suggestions.
• Identify and respond to customer escalations and manage multiple support channels.
• Prioritize the support queue and ensure compliance with SLA targets.
• Document every customer and internal interaction thoroughly.
• Manage incidents during on-call shifts and participate in process improvement initiatives.

Requirements

• 5-7 years of experience in a technical support or similar role.
• Strong troubleshooting skills in JavaScript (Node.js), Python, or Java.
• Experience with APIs, web technologies, and troubleshooting tools.
• Solid understanding of networking concepts including VoIP, SIP, and WebRTC.
• Fluent in English with strong communication skills.
• Availability for non-standard shifts and on-call rotation.

Benefits

Twilio offers competitive pay, generous time off, wellness leave, healthcare benefits, and a retirement savings program, with offerings varying by location.

Location

This is a remote role based in Ireland, with approximately 15% travel anticipated.

How to Apply

Qualified applicants are encouraged to apply for this position.