Twilio is seeking a Staff, Technical Support Engineer for its remote Ireland-based team. You will be the voice of Twilio to customers and partners, acting as a subject matter expert for Twilio APIs and SDKs, and handle highly complex customer requests, critical escalations, and drive technical process improvements. You will mentor peers and collaborate cross-functionally to ensure customer success. Responsibilities include addressing highly sophisticated inquiries across live and digital channels, distilling technical concepts into clear communications, proactively identifying friction points to mitigate escalations, and maintaining meticulous records (Splunk queries, JIRA tickets, logs). You will leverage Twilio’s AI suites and internal automation to streamline workflows, design onboarding and training modules, and partner with Engineering, Product, and Sales as well as external organizations to architect customer solutions. You will also lead technical projects to enable the support organization to operate at a global scale. Qualifications include 7+ years of API or enterprise software experience with technical troubleshooting; proficiency in programming languages (C#, Java, JavaScript, Ruby, PHP, Python, or React.js) and REST APIs; strong SQL and data analysis skills; robust networking knowledge including PCAP analysis; fluent English with strong written and verbal communication; ability to manage cases, de-escalate complex situations, and work within SLA; experience with DevTools and SSO/Auth0; understanding of Cloud technologies (AWS, GCP, Azure) and serverless platfor

Twilio is seeking a Staff, Technical Support Engineer for its remote Ireland-based team. You will be the voice of Twilio to customers and partners, acting as a subject matter expert for Twilio APIs and SDKs, and handle highly complex customer requests, critical escalations, and drive technical process improvements. You will mentor peers and collaborate cross-functionally to ensure customer success. Responsibilities include addressing highly sophisticated inquiries across live and digital channels, distilling technical concepts into clear communications, proactively identifying friction points to mitigate escalations, and maintaining meticulous records (Splunk queries, JIRA tickets, logs). You will leverage Twilio’s AI suites and internal automation to streamline workflows, design onboarding and training modules, and partner with Engineering, Product, and Sales as well as external organizations to architect customer solutions. You will also lead technical projects to enable the support organization to operate at a global scale. Qualifications include 7+ years of API or enterprise software experience with technical troubleshooting; proficiency in programming languages (C#, Java, JavaScript, Ruby, PHP, Python, or React.js) and REST APIs; strong SQL and data analysis skills; robust networking knowledge including PCAP analysis; fluent English with strong written and verbal communication; ability to manage cases, de-escalate complex situations, and work within SLA; experience with DevTools and SSO/Auth0; understanding of Cloud technologies (AWS, GCP, Azure) and serverless platfor