Technical Support Engineer 2

Overview

Join Twilio’s Support team as a Technical Support Engineer 2 supporting users of the Email platform and APAC customers. The role provides technical customer support, mentors others, and reports to a Manager, Technical Support.

What you'll do

• Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Product and Engineering teams.
• Assist customers during required shift coverage, including potentially irregular and weekend shifts.
• Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems with potentially costly and far-reaching consequences.
• Collaborate with teammates and Product and Engineering teams via Slack.
• File JIRAs to report reproducible bugs.
• Review and contribute to internal knowledge bases and external technical resources.

What you'll need

• 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 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.
• Ability to work independently and proactively without requiring constant supervision.
• Ability to prioritize and complete key objectives before taking on new initiatives.
• Ability to 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.

Nice to have

• JIRA and Confluence.
• 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 products.
• Basic understanding of Curl command and Webhook.
• Basic SQL knowledge to query data from Snowflake.
• Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles for some roles (Billing).
• Postman or other API clients.
• Zendesk.

Details

• Remote role based in India, including Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi.
• Shift timings for APAC customers are 5:30 AM to 2:30 PM IST and 6:30 AM to 3:30 PM IST.
• Rosters are based on a 5-day work week and could include one or both weekend days: Mon–Fri, Tue–Sat, or Sun–Thu.
• Shifts are subject to change based on evolving team and customer needs.
• May require occasional travel for project or team in-person meetings.