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Twilio - Staff, Technical Support Engineer

Remote - Ireland2d ago

Requirements

• Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! • 7+ years of relevant experience with API or enterprise software, including technical troubleshooting experience. • Intermediate proficiency in programming languages (such as C#, Java, JavaScript, Ruby, PHP, Python, or React.js) and REST APIs, including basic experience using REST API tools like Postman. • Good knowledge of SQL and Data Analysis using analytics tools (such as Looker, Tableau, CloudZero Dashboard, etc.). • Strong networking connectivity knowledge and PCAP analysis, including skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS • Fluency in English (verbal, comprehension, listening, and writing) with high competency in communicating complex technical issues to both technical and non-technical audiences via phone, chat, or email. • Strong analytical and decision-making skills, combined with advanced case management, excellent time management, and the ability to de-escalate difficult or complex customer situations in a live environment • Proficiency in troubleshooting issues using DevTools and a core understanding of SSO/Auth0. • Understanding of Cloud Technologies (AWS, GCP & Azure) and Serverless platforms (Lambda). • Availability to work on weekends or holidays as needed. • Desired: • Segment Product Knowledge. • Creative problem-solving skills, teamwork abilities to influence all levels of the organization, and utilizing customer feedback to identify and drive improvements in our products. • Familiarity with Log Analysis for Web applications using tools like Kibana or Grafana. • Familiarity with Application Monitoring (APM) Tools and CRM tools such as Salesforce. • Basic understanding of AI/ML, including query search and AI/LLMs • Location: • This role will be remote, and based in Ireland.

Responsibilities

• Address and deconstruct highly sophisticated customer inquiries across various live and digital support channels. Distill intricate technical concepts into clear communications, balancing professional empathy with the necessary sense of urgency. • Proactively identify potential customer friction points to mitigate escalations before they arise. Take decisive action to resolve critical issues rapidly while remaining strictly within established SLA parameters. • Maintain meticulous records of every interaction, ensuring technical artifacts—such as Splunk queries, JIRA tickets, and logs—are thoroughly captured. Demonstrate a commitment to “writing it down” by updating team knowledge bases and internal troubleshooting guides throughout the case lifecycle. • Harness the power of Twilio’s AI suites and internal automation tools to streamline customer workflows and enhance communication efficiency. • Empower others through mentorship on case management excellence. Actively contribute to the growth of the team by leading the onboarding of new Twilions and designing structured technical training modules. • Collaborate and network across functional silos, partnering with Engineering, Product, and Sales—as well as external partner organizations—to architect the solutions our customers require. • Diagnose systemic operational hurdles and champion innovative process improvements. Exhibit a “Drawing the Owl” mindset by leading technical projects that allow the support organization to operate at a global scale.

Benefits

• There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. • Twilio thinks big. Do you? • We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. • So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.