Remote Technical Support Engineer - APIs & Real-Time

Logoslabs; San Francisco (CA); À distance; USD 73 000 - 101 000; Plein temps

Résumé du poste

Twilio is seeking a Technical Support Engineer 3 for its Global Customer Support team. This remote, Ireland-based role focuses on resolving complex customer requests related to Twilio APIs and SDKs, with on-call rotations and potential travel.

Strong debugging, API, and networking skills are essential, along with English fluency and customer empathy. You will work across phone, email, chat, and other channels, documenting cases thoroughly and collaborating with cross-functional teams to improve

Qualifications

• 5–7 years of experience in technical support or similar roles.
• Proven experience supporting complex software products or platforms.
• Strong troubleshooting across API, web tech, and networking.
• Fluency in English (verbal and written).
• Willingness to work non-standard shifts and on-call rotations.
• Customer empathy and diplomacy in handling concerns.

Responsabilités

• Resolve complex customer requests via multiple channels and identify upsell opportunities.
• Explain technical concepts clearly to customers and anticipate questions.
• Handle escalations and manage multiple support channels efficiently.
• Prioritize queue to meet SLA targets and assist on-call responsibilities.
• Tag, categorize, and merge tickets using runbooks and internal tooling.
• Leverage AI tools to assist customer communications.
• Mentor teammates on case management best practices.
• Document all interactions and technical details for internal use.
• Collaborate during incidents and participate in process improvements.
• Contribute to knowledge base articles and maintain accuracy.

Connaissances

5-7 years experience

Experience in technical support

JavaScript

Python

Java

API experience

VoIP

WebRTC

TLS/SSL

English

Shift work

Customer empathy

Debugging

Logs

Network traces

Browser dev tools

Formation

Bachelor's Degree or equivalent certifications and work experience

Outils

Postman

curl

Description du poste

Twilio is seeking a Technical Support Engineer 3 for its Global Customer Support team. This remote, Ireland-based role focuses on resolving complex customer requests related to Twilio APIs and SDKs, with on-call rotations and potential travel.

Strong debugging, API, and networking skills are essential, along with English fluency and customer empathy. You will work across phone, email, chat, and other channels, documenting cases thoroughly and collaborating with cross-functional teams to improve