T
Technical Support Engineer
Contract type
Ongoing
Work mode
Remote · Ireland
Experience
Senior · 5+ years
Job description
Technical Support Engineer 3 at Twilio, supporting customers' use of the Twilio platform and acting as a subject matter expert for Twilio's APIs and SDKs. The role sits in the Global Customer Support team and resolves complex customer requests across support channels.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Ireland
- Languages
- English – fluent
What you'll do
- Understand and resolve complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel
- Identify adoption and upsell opportunities for customers and make the appropriate connections
- Develop knowledge on multiple specialty areas
- Communicate complex concepts to customers and proactively respond with suggestions
- Identify and respond to customer escalations
- Effectively work multiple support channels (chat, phone, social, etc), including one concurrency chat
- Prioritize the queue based on status, priority, entitlement and follow guidance to achieve SLA compliance targets
- Meet SLA requirements per channel/role
- Follow established guidelines on tagging, categorizing, merging tickets
- Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets
- Escalate to senior technical resources to drive ticket resolution
- Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers
- Mentor or provide training to other team members in case management best practices
- Thoroughly document every customer interaction and internal interaction, capturing technical details (logs, splunk queries, JIRA details, etc)
- Contribute to Knowledge articles
- Manage incidents effectively during on-call shifts and triage SDM Escalations while on-call
- Actively participate in process improvement initiatives
What we're looking for
- 5-7 years of experience
- Proven experience in a Technical Support Engineer, Application Support, or Support Engineer role, supporting complex software products or platforms
- Strong programming/scripting troubleshooting skills in at least one of: JavaScript (preferably with Node.js) / Python / Java
- API or enterprise software experience, including technical troubleshooting skills
- Hands-on experience with web technologies and APIs, including REST APIs, HTTP protocol concepts, API testing tools such as Postman or curl, and Webhooks
- Solid understanding of networking and real-time communication, including VoIP, SIP, WebRTC, TCP/UDP networking fundamentals, and TLS/SSL
- Strong debugging and troubleshooting skills across application logs and API calls, network traces (packet captures, basic analysis), and browser developer tools
- Fluency in English (verbal, comprehension, listening, and writing)
- Availability to work non-standard shifts / weekend rotation, on-call rotation weekend and holiday hours
- Ability to diplomatically address customer concerns and provide feedback
Nice to have
- Bachelor's Degree or equivalent certifications and work experience
- Escalation Management: knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment
- Basic case management experience/skills
- Strong problem-solving skills and critical thinking
Your team
Global Customer Support
Apply
Direct apply at Twilio
Opens the job posting at Twilio
About Twilio
Shaping the future of communications
Twilio delivers innovative solutions to hundreds of thousands of businesses and empowers millions of developers worldwide to craft personalized customer experiences. It is a remote-first company with a strong culture of connection and global inclusion.
Key facts
- Communications technology
- Remote-first company
- Delivers solutions to hundreds of thousands of businesses
- Empowers millions of developers worldwide
- Approximately 15% travel anticipated for this role
- Uses AI to help make the hiring process efficient; every hiring decision is made by real Twilions
What they value
- Twilio Magic