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Twilio is seeking a Technical Support Engineer 2 to join the Voice, Platform Application & Segment (VSPA) teams. This is a remote role based in Ireland, supporting Twilio's customers in using the platform and delivering exceptional experiences with Twilio's APIs and SDKs.
You will serve as a subject matter expert and the voice of Twilio to customers and partners, working with developers, architects, and support personnel to resolve complex technical issues with potentially significant business impact. Your responsibilities include:
- Addressing customer issues using strong technical and diplomatic skills, providing feedback to Product and Engineering teams
- Troubleshooting and resolving Quality of Service (QoS) issues
- Collaborating with teammates and internal teams via Slack and JIRA to report reproducible bugs
- Staying current on industry shifts and standards through internal knowledge review
- Surfacing customer pain points to support process improvements
- Supporting customers on holidays to ensure continuity
The role includes rostering on a 5-day work week that may include one or both weekend days. Approximately 5% travel is anticipated for in-person customer and team connections.
REQUIREMENTS:
Required:
- 2+ years of Technical Support experience or similar relevant experience
- Full-Stack JavaScript tech support experience with server-side troubleshooting capabilities (Node.js, C#, Java, or Python preferred) and client-side JavaScript knowledge (React.js a bonus)
- Good understanding of Object-Oriented Programming (OOP) concepts
- Basic SQL understanding and query-writing skills
- Strong knowledge of APIs, HTTP Protocol, and RESTful services
- Network troubleshooting skills with understanding of TCP/UDP and SSL/TLS basics
- Experience troubleshooting SIP, VoIP, and IP telephony issues
- High competency communicating complex technical issues to technical and non-technical audiences via phone or email
- Ability to prioritize customer experience and demonstrate customer empathy
- Excellent written and verbal communication skills
Desired:
- Serverless (Lambda) experience
- Native and mobile application troubleshooting expertise
- Contact center product troubleshooting experience
- RESTful technology expertise and cloud solutions troubleshooting
- WebRTC understanding
- Experience collaborating across geographic locations and time zones
- Advanced time management and ability to work under pressure
- Ability to influence and build relationships across organizational levels
- Interest in using customer feedback to drive product improvements
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
