Staff Technical Support Engineer (API)

TL;DR

Staff Technical Support Engineer (API): Resolving highly complex customer requests and managing critical escalations for Twilio's communication platform with an accent on API and SDK troubleshooting. Focus on diagnosing systemic operational hurdles, mentoring peers, and architecting technical solutions through cross-functional collaboration.

Location: Remote (Must be based in Ireland)

Company

Twilio is a global leader in cloud communications, empowering businesses to create personalized customer experiences via scalable APIs.

What you will do

• Resolve sophisticated customer inquiries across digital channels, translating complex technical concepts into clear communication.
• Manage critical escalations and proactively identify friction points to mitigate issues within SLA parameters.
• Document technical artifacts using Splunk and JIRA, and update internal knowledge bases.
• Utilize AI suites and automation tools to optimize customer workflows and communication.
• Mentor team members and lead onboarding and technical training modules.
• Partner with Engineering, Product, and Sales to architect customer-centric solutions.

Requirements

• 7+ years of experience with API or enterprise software troubleshooting.
• Intermediate proficiency in programming (e.g., Java, Python, JavaScript, PHP, Ruby, or C#) and REST APIs.
• Strong knowledge of SQL and data analysis tools like Looker or Tableau.
• Expertise in network connectivity and PCAP analysis (TCP/UDP, SSL/TLS).
• Fluency in English for communicating complex issues to diverse audiences.
• Experience with Cloud Technologies (AWS, GCP, Azure) and Serverless platforms.
• Must be based in Ireland.

Nice to have

• Knowledge of Segment products.
• Experience with log analysis tools (Kibana, Grafana) and APM/CRM tools (Salesforce).
• Basic understanding of AI/ML and LLMs.

Culture & Benefits

• Remote-first work culture with a focus on global inclusion and connection.
• Competitive compensation and generous time-off.
• Comprehensive healthcare and retirement savings programs.
• Parental and wellness leave.
• Support for community volunteering and donation efforts.