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Staff, Technical Support Engineer

1 week, 5 days ago
Ireland
Full-time
Lead
Technical Support Engineer
Software Development
AWS Azure C# GCP Grafana Java JavaScript JIRA Kibana LLM Looker PHP Postman Python React REST API Ruby Salesforce Segment Serverless Splunk SQL Tableau TCP/IP Twilio
Apply Now
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 84

Description

  • Address complex customer inquiries across live and digital support channels with clear, empathetic communication.
  • Proactively identify customer friction points and prevent escalations before they arise.
  • Resolve critical technical issues within SLA parameters.
  • Maintain detailed case records, including Splunk queries, JIRA tickets, logs, and knowledge base updates.
  • Use Twilio AI suites and internal automation tools to improve customer workflows and communication efficiency.
  • Mentor peers and lead onboarding and technical training for new team members.
  • Collaborate with Engineering, Product, Sales, and external partners to deliver customer solutions.
  • Diagnose operational issues and lead technical process improvements and global-scale support initiatives.

Requirements

  • 7+ years of relevant experience with API or enterprise software, including technical troubleshooting.
  • Intermediate proficiency in programming languages such as C#, Java, JavaScript, Ruby, PHP, Python, or React.js.
  • Experience with REST APIs and basic use of tools like Postman.
  • Good knowledge of SQL and data analysis tools such as Looker, Tableau, or CloudZero Dashboard.
  • Strong networking connectivity knowledge and PCAP analysis, including TCP/UDP and basic SSL/TLS understanding.
  • Fluency in English and the ability to communicate complex technical issues to technical and non-technical audiences via phone, chat, or email.
  • Strong analytical, decision-making, case management, time management, and de-escalation skills.
  • Proficiency with DevTools and a core understanding of SSO/Auth0.
  • Understanding of cloud technologies such as AWS, GCP, and Azure, and serverless platforms such as Lambda.
  • Availability to work weekends or holidays as needed.
  • Segment product knowledge is preferred.
  • Familiarity with log analysis tools such as Kibana or Grafana is preferred.
  • Familiarity with APM tools and CRM tools such as Salesforce is preferred.
  • Basic understanding of AI/ML, including query search and AI/LLMs, is preferred.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote-first work environment based in Ireland.
  • Support for volunteering and donation efforts.

Interested in this position?

Apply directly on the company website

Apply Now

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