Staff, Technical Support Engineer
T
TwilioCommunications/Software
Remote - IrelandFull-TimeStaff
Salary not disclosed
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Job Details
- Languages
- Fluency in English (verbal, comprehension, listening, and writing)
- Experience
- 7+ years
- Required Skills
- SQLData AnalysisRESTful APIsNetworkingTechnical support
Requirements
- 7+ years of relevant experience with API or enterprise software, including technical troubleshooting.
- Intermediate proficiency in programming languages (C#, Java, JavaScript, Ruby, PHP, Python, or React.js).
- Experience with REST APIs and API tools like Postman.
- Good knowledge of SQL and data analysis using tools like Looker or Tableau.
- Strong network connectivity knowledge including PCAP analysis, TCP/UDP, and SSL/TLS.
- Fluency in English (verbal, comprehension, listening, and writing).
- Proficiency in troubleshooting using DevTools and understanding of SSO/Auth0.
- Understanding of cloud technologies (AWS, GCP, Azure) and serverless platforms (Lambda).
- Availability to work on weekends or holidays as needed.
Responsibilities
- Address and deconstruct highly sophisticated customer inquiries across various live and digital support channels.
- Proactively identify potential customer friction points to mitigate escalations before they arise.
- Maintain meticulous records of interactions using Splunk, JIRA, and logs, updating internal knowledge bases.
- Harness Twilio's AI suites and automation tools to streamline customer workflows.
- Mentor peers on case management excellence and lead the onboarding of new team members.
- Collaborate with Engineering, Product, and Sales teams to architect customer solutions.
- Diagnose operational hurdles and lead technical projects to improve support organization scalability.
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