Technical Support Engineer

Twilio
Ireland
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 5-7 yearsSkills: ["Communication","Problem-solving","Critical thinking","Diplomacy","Mentoring"]

Support customers using the Twilio platform as a subject matter expert for Twilio APIs and SDKs. Resolve complex requests across phone/email/chat and other channels, communicate technical concepts clearly, and handle escalations while maintaining SLA targets. Identify adoption and upsell opportunities, document customer and internal interactions with technical evidence, contribute to knowledge articles, and mentor teammates. Participate in on-call incident triage and process improvement initiatives.

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FursaFursa
Twilio
Twilio
1 day ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Support customers using the Twilio platform as a subject matter expert for Twilio APIs and SDKs. Resolve complex requests across phone/email/chat and other channels, communicate technical concepts clearly, and handle escalations while maintaining SLA targets. Identify adoption and upsell opportunities, document customer and internal interactions with technical evidence, contribute to knowledge articles, and mentor teammates. Participate in on-call incident triage and process improvement initiatives.
Location: Ireland
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Resolve complex customer requests across phone/email/chat and other support channels while identifying adoption and upsell opportunities.
  • •Communicate complex concepts to customers and proactively anticipate and answer questions.
  • •Handle escalations and prioritize the queue to meet SLA compliance targets across channels.
  • •Use tagging/categorization guidelines and leverage runbooks/wiki, macros, and automations to resolve tickets efficiently.
  • •Thoroughly document customer and internal interactions, contribute to knowledge articles, and manage incidents during on-call shifts.
Travel: Medium travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsPaid LeaveParental LeaveWellness Stipend

Key Requirements

  • •5-7 years of experience in technical/support engineering for complex software products or platforms.
  • •Proven troubleshooting skills using at least one: JavaScript (preferably Node.js), Python, or Java.
  • •API/enterprise software experience, including REST/HTTP concepts and API testing tools like Postman or curl, plus Webhooks.
  • •Strong networking and real-time communication fundamentals (VoIP, SIP, WebRTC, TCP/UDP, TLS/SSL).
  • •Availability for non-standard shifts and on-call rotation; fluency in English (verbal and written).
Experience:5-7 years
Skills:CommunicationProblem-solvingCritical thinkingDiplomacyMentoring
Languages:English
Tech Stack:JavaScriptNode.jsPythonJavaREST APIsHTTPPostmanCurlWebhooksVoIPSIPWebRTCTCP/UDPTLS/SSLAPI testingApplication logsNetwork tracesPacket capturesBrowser developer toolsSplunk queries

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn