Technical Support Engineer 2 (Email Infra)

See yourself at Twilio

Join the team as our next Technical Support Engineer 2 (Email Infra) - EMEA.

About the job

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.

This role reports to a Manager, Technical Support and will be based in our India office. This position requires working in a shift. The current shift timings for shift based roles supporting our EMEA customers is 12pm-9pm or 1pm-10pm 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:

• 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).
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required

• 3+ years experience, with deep understanding of Email infrastructure such as Mail User Agent (MUA) & Message Transfer Agent (MTA)
• Good understanding of protocols - Encryption-based Internet Security Protocol such as SSL, TLS & Communication Protocol such as SMTP.
  • Bonus: Knowledge on Email protocols such as POP3 and IMAP and Client-Server protocol such as Telnet would be a HUGE plus.
• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. 
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions.
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
• Excellent written and verbal communication skills.
• Excellence in task prioritization and evaluation of situational urgency.

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.

Location

This role will be remote, and based in either Karnataka, Maharashtra, Telangana, Tamil Nadu or New Delhi.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.