Senior Technical Support Engineer - Remote, API & DevOps

Nerdleveltech

Ireland

On-site

EUR 80,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Healthcare

Retirement savings

Job summary

Twilio is hiring a Staff, Technical Support Engineer. This remote role is based in Ireland and focuses on resolving highly complex customer requests, mentoring peers, and driving technical process improvements.

You will leverage advanced troubleshooting across programming languages, REST APIs, SQL, PCAP analysis, and cloud technologies to deliver exceptional customer success. Join a global Voice Segment Platform Applications team.

Qualifications

7+ years of API or enterprise software experience.
Proficiency in programming languages (C#, Java, JavaScript, Ruby, PHP, Python, or React.js) and REST APIs, including Postman.
Good knowledge of SQL and Data Analysis using Looker, Tableau, CloudZero, etc.
Strong networking connectivity knowledge and PCAP analysis.
Fluency in English with ability to explain complex tech to varied audiences.
Strong analytical and decision-making skills with case management and de-escalation.
Proficiency in troubleshooting with DevTools and basic SSO/Auth0 understanding.
Understanding of Cloud Technologies (AWS, GCP & Azure) and Serverless (Lambda).
Availability to work on weekends or holidays as needed.

Responsibilities

Address and deconstruct highly sophisticated customer inquiries across live and digital channels.
Identify friction points to mitigate escalations and resolve issues quickly within SLA.
Maintain thorough records and update knowledge bases and troubleshooting guides.
Leverage Twilio AI suites and automation tools to streamline workflows.
Mentor peers and onboard new Twilions with structured training modules.
Collaborate with Engineering, Product, and Sales to architect customer solutions.
Lead technical projects to enable global scale of the support organization.