Twilio

3 days ago

Staff, 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

Job Summary

Resolve highly complex customer requests for the Twilio Voice Segment Platform Applications (VSPA), serving as a subject matter expert for Twilio APIs and SDKs. Troubleshoot deep technical issues using programming languages, SQL, REST APIs, DevTools, PCAP/network connectivity analysis, and data analytics. Manage critical escalations within SLAs, maintain detailed case artifacts (Splunk/JIRA/logs), drive technical process improvements, and mentor peers through onboarding and training modules.

Location: Ireland

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Address and deconstruct highly sophisticated customer inquiries across live and digital support channels, communicating complex technical concepts with empathy and urgency.
•Proactively identify customer friction points, resolve critical issues within SLA parameters, and de-escalate difficult situations in real time.
•Maintain meticulous case records and technical artifacts, including Splunk queries, JIRA tickets, and logs, while updating knowledge bases and troubleshooting guides.
•Use Twilio AI suites and internal automation tools to streamline customer workflows and improve communication efficiency.
•Mentor peers and contribute to team growth by leading onboarding and designing structured technical training modules, while collaborating cross-functionally with Engineering, Product, and Sales.

Pay and Benefits

Perks:Parental LeaveWellness StipendHealth InsuranceRetirement Savings

Key Requirements

•7+ years of relevant experience with API or enterprise software, including technical troubleshooting experience.
•Intermediate programming proficiency (C#, Java, JavaScript, Ruby, PHP, Python, or React.js) and REST APIs, including basic Postman experience.
•Good knowledge of SQL and data analysis using tools such as Looker, Tableau, or CloudZero Dashboard.
•Strong networking connectivity and PCAP analysis, including TCP/UDP troubleshooting and basics of SSL/TLS.
•Fluency in English and the ability to communicate complex technical issues to technical and non-technical audiences via phone, chat, or email.

Experience:7+ yearsAPIEnterprise softwareNetwork troubleshootingCloud technologiesData analysis

Skills:CommunicationAnalytical thinkingDecision-makingMentorshipTime management

Languages:English

Tech Stack:C#JavaJavaScriptRubyPHPPythonReact.jsREST APIsPostmanSQLLookerTableauCloudZero DashboardPCAPTCPUDPSSL/TLSDevToolsSSOAuth0

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: 4.0

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Twilio

3 days ago

Staff, 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

Job Summary

Location: Ireland

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Address and deconstruct highly sophisticated customer inquiries across live and digital support channels, communicating complex technical concepts with empathy and urgency.
•Proactively identify customer friction points, resolve critical issues within SLA parameters, and de-escalate difficult situations in real time.
•Maintain meticulous case records and technical artifacts, including Splunk queries, JIRA tickets, and logs, while updating knowledge bases and troubleshooting guides.
•Use Twilio AI suites and internal automation tools to streamline customer workflows and improve communication efficiency.
•Mentor peers and contribute to team growth by leading onboarding and designing structured technical training modules, while collaborating cross-functionally with Engineering, Product, and Sales.

Pay and Benefits

Perks:Parental LeaveWellness StipendHealth InsuranceRetirement Savings

Key Requirements

•7+ years of relevant experience with API or enterprise software, including technical troubleshooting experience.
•Intermediate programming proficiency (C#, Java, JavaScript, Ruby, PHP, Python, or React.js) and REST APIs, including basic Postman experience.
•Good knowledge of SQL and data analysis using tools such as Looker, Tableau, or CloudZero Dashboard.
•Strong networking connectivity and PCAP analysis, including TCP/UDP troubleshooting and basics of SSL/TLS.
•Fluency in English and the ability to communicate complex technical issues to technical and non-technical audiences via phone, chat, or email.

Experience:7+ yearsAPIEnterprise softwareNetwork troubleshootingCloud technologiesData analysis

Skills:CommunicationAnalytical thinkingDecision-makingMentorshipTime management

Languages:English

Tech Stack:C#JavaJavaScriptRubyPHPPythonReact.jsREST APIsPostmanSQLLookerTableauCloudZero DashboardPCAPTCPUDPSSL/TLSDevToolsSSOAuth0

Company Brief

Twilio

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: 4.0

Website LinkedIn