Technical Support Engineer 2

Twilio

Posted today

3+ Years

Skills Required

API Debugging Tools (Logs, Request/Response Analysis)Bug Reproduction and Defect ReportingCustomer Issue Triage and Root Cause AnalysisEmail Infrastructure (MUA/MTA)REST API TroubleshootingSMTP (Mail Transfer Agent) and DNS (MX) BasicsSMTP TroubleshootingSSL/TLS Basics (Certificates, Handshakes)TCP/IP Network TroubleshootingTechnical Communication (Written and Verbal)

Job Description

Overview

Technical Support Engineer 2 (Email Infra) to support customers using the Twilio platform for EMEA, acting as a subject matter expert for Twilio APIs and SDKs.

What you'll do

Address customer issues using technical and diplomatic skills.
Provide customer feedback to Twilio Product and Engineering teams.
Resolve complex problems with customers’ and partners’ developers and support teams.
Collaborate with teams via Slack and file JIRAs for reproducible bugs.
Review and contribute to internal knowledge bases and external technical resources.
Work an irregular, shift-based schedule that may include weekends.

What you'll need

3+ years overall experience.
Deep understanding of email infrastructure including MUA and MTA.
Good knowledge of RESTful technology and experience with APIs.
Good understanding of protocols including SSL/TLS and SMTP.
Troubleshooting skills for network connectivity issues with TCP/UDP and SSL/TLS basics.
Strong written and verbal communication skills for technical and non-technical audiences.

Details

Based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi) and described as remote in India.
Shift timings for EMEA customer support are 12pm–9pm or 1pm–10pm IST.
Rosters follow a 5-day work week and may include one or both weekend days (Mon–Fri, Tue–Sat or Sun–Thu).
Reports to a Manager, Technical Support.
Travel occasionally may be required for in-person meetings.