Technical Support Engineer

At Twilio, the support team is dedicated to assisting customers in maximizing their use of the company's communication platform. The role involves resolving complex technical issues through various communication channels, including phone, email, and chat, while providing expert guidance on APIs and SDKs. The support engineer acts as a key point of contact, ensuring customer satisfaction and fostering product adoption.

The ideal candidate has extensive experience in technical support for software platforms, with strong troubleshooting skills in programming languages like JavaScript, Python, or Java. Knowledge of web technologies, APIs, and networking fundamentals such as VoIP and WebRTC is essential. The role requires excellent communication skills and the ability to work flexible hours, including weekends and on-call shifts.

This position is remote, based in Ireland, and involves working with a global team. The support engineer will document interactions thoroughly, escalate issues when necessary, and contribute to process improvements. The role emphasizes leveraging automation tools and developing expertise across multiple technical areas to deliver high-quality customer service.