Technical Support Engineer 2
Provides technical support for Twilio customers using email infrastructure, APIs, SDKs, and cloud solutions. The role requires 3+ years of experience, strong networking and email-protocol knowledge, excellent communication, and flexibility for EMEA customer shifts.
About the job
Responsibilities
- Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Product and Engineering teams.
- Support customers during assigned shifts, including possible weekend or irregular shifts.
- Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems.
- Collaborate with teammates and Product and Engineering teams via Slack, and file JIRAs for reproducible bugs.
- Review and contribute to internal knowledge bases and external technical resources.
Requirements
- 3+ years of overall professional experience.
- Deep understanding of email infrastructure, including Mail User Agents (MUA) and Message Transfer Agents (MTA).
- Knowledge of RESTful technology, APIs, and cloud solutions.
- Understanding of SSL, TLS, and SMTP; knowledge of POP3, IMAP, and Telnet is a plus.
- Troubleshooting skills for network connectivity issues, including TCP/UDP and SSL/TLS fundamentals.
- Ability to communicate complex technical issues to technical and non-technical audiences by phone or email.
- Strong customer focus and dedication to customer experience.
- Excellent written and verbal communication skills.
- Strong task prioritization and situational-urgency evaluation skills.
Nice-to-haves
- Advanced time-management skills and ability to work effectively under pressure.
- Experience developing workflows to improve troubleshooting efficiency while following standard processes.
- Ability to influence and build effective relationships across organizational levels.
- Interest in using customer feedback to drive product improvements.
- Basic knowledge of cURL and webhooks.
- Basic SQL knowledge for querying Snowflake data.
Compensation and Benefits
- Competitive pay.
- Generous time off.
- Parental and wellness leave.
- Healthcare.
- Retirement savings program.
- Occasional travel may be required for project or team meetings.
- The role is based remotely in India and supports EMEA customers on scheduled shifts, typically 12pm–9pm IST or 1pm–10pm IST, with five-day rosters that may include weekends.
Skills
Email Infrastructure, Mua, Mta, REST APIs, Cloud Solutions, Ssl/Tls, Smtp, Pop3, Imap, Tcp/Udp, Curl, Webhooks, SQL, Snowflake, Jira
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