Technical Support Engineer 2

Overview

Technical Support Engineer 2 (Email Infra) for EMEA, supporting customers’ use of the Twilio platform and acting as a subject matter expert for Twilio’s 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 via Slack and file JIRAs to report reproducible bugs.
• Review and contribute to internal knowledge bases and external technical resources.
• Work irregular, shift-based schedules including weekends as needed.

What you'll need

• 3+ years overall experience.
• Deep understanding of email infrastructure including MUA and MTA.
• Good knowledge of RESTful technology and working with APIs.
• Understanding of SSL/TLS and SMTP; troubleshoot network connectivity (TCP/UDP basics).
• Communicate complex technical issues to technical and non-technical audiences via phone or email.
• Excellent written and verbal communication skills.

Details

• Based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).
• May require occasional travel for in-person meetings.
• Shift timings for EMEA support: 12pm-9pm IST or 1pm-10pm IST.
• Rosters are a 5-day work week and may include one or both weekend days.