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Twilio is seeking a Staff Technical Support Engineer to join the Voice Segment Platform Applications (VSPA) team, supporting the company's global customer base. This is a senior individual contributor role focused on resolving highly complex customer technical issues, managing critical escalations, and driving process improvements across the support organization.
Key responsibilities include:
- Resolving sophisticated customer inquiries across multiple support channels (phone, chat, email) with deep technical expertise
- Proactively identifying and mitigating customer friction points to prevent escalations
- Leveraging advanced troubleshooting skills including programming languages (C#, Java, JavaScript, Ruby, PHP, Python), REST APIs, SQL, network analysis (PCAP), and data analytics tools
- Maintaining comprehensive documentation and updating internal knowledge bases and troubleshooting guides
- Mentoring peers and junior team members on case management excellence and technical topics
- Leading onboarding programs and designing structured technical training modules
- Collaborating cross-functionally with Engineering, Product, and Sales teams
- Identifying systemic operational challenges and championing process improvements
- Using Twilio's AI tools and internal automation to enhance customer workflows
Required qualifications:
- 7+ years of experience with API or enterprise software, including technical troubleshooting
- Intermediate proficiency in programming languages (C#, Java, JavaScript, Ruby, PHP, Python, React.js)
- Strong REST API knowledge and hands-on experience with tools like Postman
- Good SQL and data analysis skills using tools like Looker, Tableau, or CloudZero
- Strong networking knowledge including TCP/UDP, SSL/TLS, and PCAP analysis
- Fluent English communication skills (verbal, written, listening comprehension)
- Ability to communicate complex technical concepts to both technical and non-technical audiences
This role is fully remote, based in Ireland, and offers the opportunity to work with a global team at a leading communications platform company.
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
