Technical Support Engineer

Overview

Support customers using Twilio products as a subject matter expert on APIs and SDKs. Resolve complex technical requests, manage escalations, and help improve customer adoption.

What you'll do

• Resolve complex customer requests across phone, email, chat, social, and other support channels.
• Identify adoption and upsell opportunities and make appropriate connections.
• Prioritize cases and meet SLA requirements across support channels.
• Document customer and internal interactions, technical details, troubleshooting steps, and case activity.
• Escalate cases to senior technical resources and manage incidents during on-call shifts.
• Mentor team members and contribute to knowledge articles and process improvements.

What you'll need

• 5–7 years of experience.
• Experience in technical support, application support, or support engineering for complex software products or platforms.
• Programming or scripting troubleshooting skills in JavaScript, Python, or Java.
• Experience with APIs, REST, HTTP, Postman or curl, and webhooks.
• Understanding of VoIP, SIP, WebRTC, TCP/UDP networking, and TLS/SSL.
• Fluency in English and ability to work shifts, weekend rotations, and on-call weekend or holiday hours.

Nice to have

• Bachelor's degree or equivalent certifications and work experience.
• Escalation management and case management experience.
• Strong problem-solving and critical-thinking skills.

Details

• Remote role based in Ireland.
• Approximately 15% travel anticipated.