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Twilio is seeking a Technical Support Engineer 3 to join its Global Customer Support team. This is a remote role based in Ireland, supporting Twilio's communications platform and APIs.
You will serve as a subject matter expert for Twilio's APIs and SDKs, supporting hundreds of thousands of businesses and millions of developers worldwide. Your primary responsibility is to understand and resolve complex customer requests across multiple channels (phone, email, chat, live support, and other communication channels), while identifying adoption and upsell opportunities. You will develop deep knowledge across multiple specialty areas and act as the voice of Twilio to customers and partners.
Key responsibilities include:
- Resolving complex technical customer requests via multiple support channels with a focus on one concurrent chat
- Communicating complex technical concepts to customers and proactively anticipating their needs
- Identifying and responding to customer escalations while managing multiple support channels effectively
- Prioritizing the support queue based on status, priority, and entitlement to meet SLA compliance targets
- Following established guidelines for ticket tagging, categorization, and merging; leveraging runbooks, macros, and tools for efficient resolution
- Using Twilio's AI tools and automation features to assist customers and communicate efficiently
- Mentoring and training other team members in case management best practices
- Thoroughly documenting all customer and internal interactions, including technical details, troubleshooting steps, and contributing to knowledge articles
- Managing incidents effectively during on-call shifts and triaging escalations
- Actively participating in process improvement initiatives
Approximately 15% travel is anticipated for in-person customer and team connections. The role requires availability for non-standard shifts, weekend rotation, and on-call hours including weekends and holidays.
Requirements:
- 5–7 years of experience in Technical Support Engineer, Application Support, or Support Engineer roles supporting complex software products or platforms
- Strong programming/scripting troubleshooting skills in at least one of: JavaScript (preferably Node.js), Python, or Java
- API or enterprise software experience with hands-on technical troubleshooting; familiarity with REST APIs, HTTP protocol concepts, API testing tools (Postman, curl), and webhooks
- Solid understanding of networking and real-time communication: VoIP, SIP, WebRTC, TCP/UDP networking fundamentals, TLS/SSL
- Strong debugging and troubleshooting skills across application logs, API calls, network traces (packet captures), and browser developer tools
- Fluency in English (verbal, comprehension, listening, and writing)
- Availability for non-standard shifts, weekend rotation, and on-call hours
- Ability to diplomatically address customer concerns and provide constructive feedback
Desired qualifications:
- Bachelor's degree or equivalent certifications and work experience
- Escalation management experience and ability to de-escalate difficult/complex customer situations
- Basic case management experience/skills
- Strong problem-solving and critical thinking skills
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
