# Technical Support Engineer

**Company**: Twilio
**Location**: Remote - Ireland
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8204407?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c40f32e3-ec4

## Description

At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

As a Technical Support Engineer, you will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio's APIs and SDKs. You will 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.

Responsibilities:

- 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.

- Anticipate customer questions and proactively respond with suggestions.

- Identify and respond to customer escalations.

- Effectively work multiple support channels (chat, phone, social, etc).

- Prioritize the queue based on status, priority, entitlement.

- Follow guidance prioritizing caseload 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 (email, phone, chat, side-channel communications).

- Thoroughly document every internal interaction (research, cross-team engagement).

- Capture technical details (logs, splunk queries, JIRA details, etc), and provide internal commentary, troubleshooting steps throughout the case.

- Follow established guidelines on tagging, categorizing, merging tickets.

- Contribute to Knowledge articles.

- Manage incidents effectively during on-call shifts.

- While on-call triage SDM Escalations.

- Active participant in process improvement initiatives.

Qualifications:

- 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 / Webhooks.

- Solid understanding of networking and real-time communication, including: VoIP / SIP / WebRTC / TCP/UDP networking fundamentals / TLS/SSL.

- Strong debugging and troubleshooting skills across: Application logs and API calls, Network traces (packet captures, basic analysis), Browser developer tools (for web-based products).

- 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.

Location: Remote - Ireland

Travel: Approximately 15% travel is anticipated.

What we offer: Competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.

## Skills

### Required
- JavaScript
- Python
- Java
- REST APIs
- HTTP protocol concepts
- API testing tools
- Webhooks
- VoIP
- SIP
- WebRTC
- TCP/UDP networking fundamentals
- TLS/SSL

### Nice to have
- Bachelor's Degree or equivalent certifications and work experience
- Escalation Management
- Basic case management experience/skills
- Strong problem-solving skills and critical thinking

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8204407?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)