Technical Support Engineer 2

See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 2 (Email, APAC).

About the job

This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company and excellent support is what our customers have come to expect and love about Twilio. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading!

This role reports to a Manager, Technical Support. This position requires working in a shift. The current shift timings for shift based roles supporting our APAC customers is 5.30AM to 2.30PM and 6.30AM to 3.30PM IST.

This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days. (Mon-Fri, Tue-Sat or Sun-Thu).

Responsibilities

In this role, you’ll:

• WEAR THE CUSTOMER’S SHOES: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs).
• BE INCLUSIVE: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

*Required:

• 3+ years of experience with a strong understanding of email infrastructure, including Mail User Agents (MUA)and Message Transfer Agents (MTA).
• Solid knowledge of REST APIs, API troubleshooting, and cloud-based solutions.
• Good understanding of internet security and communication protocols, including SSL, TLS, and SMTP.
• Strong troubleshooting skills for network connectivity issues, with a good understanding of TCP/UDP, SSL/TLS, and general networking concepts.
• Ability to communicate complex technical issues clearly and effectively to both technical and non-technical audiences via phone and email.
• Customer-first mindset with a demonstrated commitment to delivering an exceptional customer experience.
• Excellent written and verbal communication skills.
• Strong ability to prioritize tasks, assess business impact, and respond with appropriate urgency.
• Demonstrated accountability by taking ownership of customer issues and driving them to resolution.
• Self-motivated with the ability to work independently and proactively without requiring constant supervision.
• Strong focus on execution, with the ability to prioritize and complete key objectives before taking on new initiatives.
• Leverage Twilio's AI tools and other automations to assist and efficiently communicate with customers
• Experience participating in incident management, incident communications, and on-call rotations.
• Technical expertise: Supporting Email REST APIs, Splunk, Command-line tools and terminal environments, JIRA and Confluence (preferred)

Desired:

• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• Ability to influence and build effective working relationships with all levels of the organization.
• Interest in utilizing customer feedback to identify and drive improvements in our products.
• Basic understanding of Curl command, Webhook.
• Basic SQL knowledge to query data from snowflake
• Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing), Postman or other APIs client, Zendesk.

Location

This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)