Technical Support Engineer 3
T
TwilioCommunications software
This role will be Remote, and based in Ireland.Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluency in English (verbal, comprehension, listening, and writing)
- Experience
- 5-7 years of experience
- Required Skills
- Node.jsPythonJavaJavascriptRESTful APIsPostman
Requirements
- Have 5–7 years of experience.
- Have experience in a Technical Support Engineer, Application Support, or Support Engineer role supporting complex software products or platforms.
- Have programming or scripting troubleshooting skills in at least one of JavaScript (preferably with Node.js), Python, or Java.
- Have API or enterprise software experience and technical troubleshooting skills.
- Have hands-on experience with REST APIs, HTTP concepts, API testing tools such as Postman or curl, and webhooks.
- Understand networking and real-time communication technologies, including VoIP, SIP, WebRTC, TCP/UDP fundamentals, and TLS/SSL.
- Be able to troubleshoot application logs and API calls, network traces, and browser developer tools.
- Be fluent in English across verbal communication, comprehension, listening, and writing.
- Be available for non-standard shifts, weekend rotation, and on-call weekend and holiday hours.
- Be able to diplomatically address customer concerns and provide feedback.
- Bachelor's degree or equivalent certifications and work experience is desired.
- Escalation management, case management, problem-solving, and critical-thinking skills are desired.
Responsibilities
- Resolve complex customer requests through phone, email, chat, live support, and other channels.
- Communicate complex concepts to customers and proactively respond to questions.
- Identify customer adoption and upsell opportunities and make appropriate connections.
- Prioritize cases according to status, priority, and entitlement, and meet SLA requirements.
- Use runbooks, wikis, macros, and other tools to resolve tickets efficiently.
- Escalate cases to senior technical resources and respond to customer escalations.
- Document customer and internal interactions, including technical details and troubleshooting steps.
- Contribute to knowledge articles and process improvement initiatives.
- Manage incidents during on-call shifts and triage SDM escalations.
- Mentor or train team members in case management best practices.
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