About the company
Twilio is a remote-first communications platform company delivering solutions to hundreds of thousands of businesses and empowering millions of developers worldwide.
Responsibilities
- Understand and resolve complex customer requests via phone/email/chat/side channel/live support or other channels
- Identify adoption and upsell opportunities for customers
- Communicate complex concepts to customers and proactively respond with suggestions
- Identify and respond to customer escalations and work multiple support channels
- Prioritize the queue based on status, priority, and entitlement to achieve SLA compliance
- Follow guidelines on tagging, categorizing, and merging tickets; leverage runbooks/wiki and macros
- Leverage Twilio's AI tools and automations to communicate efficiently with customers
- Mentor or train other team members in case management best practices
- Thoroughly document every customer and internal interaction, capturing technical details (logs, Splunk queries, JIRA details)
- Manage incidents during on-call shifts and triage SDM escalations
- Participate in process improvement initiatives
Requirements
- 5-7 years of experience
- Proven experience in Technical Support Engineer, Application Support, or Support Engineer role supporting complex software products
- Strong programming/scripting troubleshooting skills in JavaScript (Node.js), Python, or Java
- API or enterprise software experience: REST APIs, HTTP protocol, API testing tools (Postman, curl), webhooks
- Understanding of networking and real-time communication: VoIP, SIP, WebRTC, TCP/UDP, TLS/SSL
- Strong debugging skills across application logs, API calls, network traces, and browser developer tools
- Fluency in English
- Availability for non-standard shifts, weekend rotation, and on-call rotation
Conditions
- Based in Ireland, remote
- Non-standard shifts and weekend/holiday on-call rotation