Technical Support Engineer

Remote - Ireland

Remote

Senior

Full Time

remotetechnical supportcustomer supportAPIprogrammingnetworkingon-callmentoring

Requirements

•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, API calls, network traces, browser developer tools
•Fluency in English (verbal, comprehension, listening, and writing)
•Availability to work non-standard shifts, weekend rotation, on-call rotation including weekend and holiday hours
•Ability to diplomatically address customer concerns and provide feedback

•Support customers' use of the Twilio platform and help them get the best experience from Twilio's products
•Function as the voice of Twilio to customers and partners
•Operate as a subject matter expert for Twilio's APIs and SDKs
•Understand and resolve complex customer requests via phone/email/chat/side channel/live support or other communication channels
•Identify adoption and upsell opportunities for customers and make appropriate connections
•Communicate complex concepts to customers 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 and meet SLA compliance targets
•Follow guidelines on tagging, categorizing, merging tickets and leverage tools to efficiently resolve tickets
•Escalate to senior technical resources to drive ticket resolution
•Leverage Twilio's AI tools and automations to assist and communicate with customers
•Mentor or provide training to other team members in case management best practices
•Thoroughly document every customer and internal interaction including technical details and troubleshooting steps
•Manage incidents effectively during on-call shifts and triage SDM escalations
•Participate actively in process improvement initiatives

•Bachelor's Degree or equivalent certifications and work experience
•Escalation Management skills including knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment
•Basic case management experience/skills
•Strong problem-solving skills and critical thinking