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Technical Support Engineer

Twilio· Customer Support
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Hybrid (Ireland)Full-timePosted 4w ago

About the role

Technical Support Engineer 3 role within Twilio's Global Customer Support team, focused on understanding and resolving complex customer requests across multiple channels, identifying adoption and upsell opportunities, and documenting interactions while leveraging AI tools and process improvements.

Responsibilities

  • Understands and resolves complex customer requests via multiple channels (phone, email, chat, side channel, live support). Identify adoption and upsell opportunities and connect customers appropriately. Develops knowledge on multiple specialty areas.
  • Communicate complex concepts to customers and proactively respond with suggestions.
  • Identify and respond to customer escalations; manage multiple support channels concurrently; handle one concurrent chat.
  • Prioritize queue based on status, priority, entitlement; meet SLA requirements per channel/role.
  • Follow guidelines on tagging, categorizing, merging tickets; use runbooks/macros/tools to resolve tickets; escalate to senior resources when needed.
  • Leverage Twilio's AI tools and automations to assist communication.
  • Mentor or train other team members on case management best practices.
  • Document every customer interaction and internal engagement; capture technical details (logs, Splunk queries, JIRA); contribute to knowledge articles.
  • Manage incidents during on-call shifts; participate in SDM escalations and process improvements.

Qualifications

  • 5-7 years of experience.
  • Proven experience in Technical Support Engineer, Application Support, or Support Engineer role, supporting complex software products or platforms.
  • Strong programming/scripting troubleshooting skills in JavaScript (Node.js preferred) / Python / Java.
  • API or enterprise software experience with hands-on web technologies and APIs (REST, HTTP concepts, API testing tools like Postman or curl, Webhooks).
  • Solid understanding of networking and real-time communication (VoIP, SIP, WebRTC, TCP/UDP, TLS/SSL).
  • Strong debugging/troubleshooting across application logs, API calls, network traces, browser dev tools.
  • Fluency in English (verbal, comprehension, writing).
  • Availability to work non-standard shifts and on-call rotations including weekends and holidays.
  • Ability to address customer concerns diplomatically.

Skills

Required:Complex issue resolutionAPI troubleshootingProgramming/scriptingNetworking & real-time communication

Benefits

  • Competitive pay
  • Generous time off
  • Parental and wellness leave
  • Healthcare
  • Retirement savings program
  • Location-based offerings
Last updated Sep 24, 2026. Interested? Apply on the company site.

About Twilio

Twilio platform for communications and programmable APIs across messaging, voice, video, and AI-enabled workflows.

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