Technical Support Engineer 3 Twilio APIs and SDK

Twilio; Canada; Remote; CAD 81,000 - 115,000; Full time

Job summary

A communication technology company is seeking a Technical Support Engineer to address customer issues and provide feedback to product teams. Ideal candidates have 3+ years in technical support and strong communication skills. This remote role offers competitive pay, generous time-off, and various benefits tailored to location.

Benefits

Competitive pay

Generous time-off

Parental and wellness leave

Healthcare

Retirement savings

Qualifications

• 3+ years of Technical Support experience or equivalent.
• Strong understanding of OOP concepts.
• Experience working with teams across different locations.

Responsibilities

• Address customer issues and provide feedback to Product and Engineering teams.
• Collaborate with customers to resolve complex problems.
• Troubleshoot and resolve Quality of Service (QoS) issues.

Skills

Technical Support experience

Understanding of OOP concepts

Troubleshooting network connectivity

Communication skills

Empathy for customer experience

Written and verbal communication

Serverless (Lambda) experience

Troubleshooting contact center products

Job description

Overview

Remote - Ireland

Who we are

At Twilio, we’re shaping the future of communications. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. We operate as a remote-first company with a strong culture of connection and global inclusion.

See yourself at Twilio.

Join the team as our next Technical Support Engineer (EMEA) on Twilio’s Platform and Applications support team.

Responsibilities

• Use technical and diplomatic skills to address customer issues and provide feedback to Twilio’s Product and Engineering teams.
• Collaborate with customers’ developers, architects, and support personnel to resolve complex problems with potentially high impact.
• Troubleshoot and resolve Quality of Service (QoS) issues.
• Coordinate with teammates and Product/Engineering via Slack and report reproducible bugs in JIRA.
• Review internal knowledge to stay current on industry shifts and standards.
• Assist the manager with process improvements by surfacing customer pain points.
• Provide support to customers on holidays to ensure needs are met.

Qualifications

Twilio values diverse experiences and welcomes applicants who meet the required qualifications. If your career path is non-traditional, consider applying. We seek individuals who bring new perspectives.

Required

• 3+ years of Technical Support experience or equivalent
• Strong understanding of OOP concepts
• Skills in troubleshooting network connectivity issues with knowledge of TCP/UDP and basics of SSL/TLS
• Ability to communicate complex technical issues to technical and non-technical audiences via phone or email
• Empathy for the customer experience
• Excellent written and verbal communication skills
• Serverless (Lambda) experience
• Experience with native and mobile applications is a plus
• Related experience with troubleshooting contact center products
• Understanding of WebRTC is a plus
• Experience working with teams across different locations and time zones
• Strong time management, pressure handling, and ability to develop efficient troubleshooting workflows
• Ability to influence and build relationships across the organization
• Interest in using customer feedback to improve products

Location

This role is Remote-Ireland.

Travel

Approximately 5% travel to connect in-person where needed.

What we offer

Competitive pay, generous time-off, parental and wellness leave, healthcare, retirement savings, and more. Offerings vary by location.

Equal opportunity employer — Twilio does not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, or other protected characteristics. We also consider applicants with criminal histories in accordance with applicable laws.

Important notes

Applications typically include a standard set of fields and consent statements. Please ensure you complete only the sections relevant to your application.