Technical Support Engineer 2 (JavaScript)

Location: Remote, based in Ireland; approximately 5% travel for in-person customer and team connections.

Company

Twilio provides communications products and APIs that help businesses and developers create personalized customer experiences.

What you will do

• Support customers and partners using Twilio’s platform, APIs, SDKs, Voice, Platform Application, and Segment products.
• Investigate and resolve complex technical issues with developers, architects, and support teams.
• Troubleshoot quality-of-service, SIP, VoIP, IP telephony, network connectivity, and cloud-related problems.
• Collaborate with Product and Engineering teams through Slack and Jira to report reproducible bugs and communicate customer feedback.
• Support rostered coverage across a five-day work week, including possible weekends and holidays.
• Identify customer pain points and contribute to troubleshooting and process improvements.

Requirements

• At least 2 years of technical support or comparable relevant experience.
• Full-stack JavaScript technical support experience, including troubleshooting server-side and client-side code.
• Understanding of object-oriented programming, SQL query writing, APIs, HTTP, and RESTful services.
• Experience troubleshooting TCP/UDP networking, SSL/TLS, SIP, VoIP, and IP telephony issues.
• Ability to communicate complex technical issues clearly to technical and non-technical audiences by phone and email.
• Strong customer focus and excellent written and verbal communication skills.

Nice to have

• Experience with Node, C#, Java, Python, React, serverless Lambda, WebRTC, native or mobile applications, or contact center products.
• Experience troubleshooting cloud solutions and working with RESTful technologies and APIs.
• Experience collaborating across geographic locations and time zones.
• Advanced time management, workflow development, and relationship-building skills.

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, functional off-sites, or customer meetings.
• Competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.
• Opportunities to contribute customer feedback to product improvements and support community volunteering and donation efforts.

Hiring process

• Hiring decisions are made by Twilio employees, with artificial intelligence used to support process efficiency.
• A formal interview process is required; offers are not made without interviews.