At a glance
- Experience
- 3+ years experience
- Workplace
- Remote
- Location
- India
About the role
- Join the team as Twilio's next Technical Support Engineer 2 (Email, APAC) to provide excellent technical support to users of the Email platform.
- This position requires working in a shift, with current shift timings for APAC customers being 5.30AM to 2.30PM and 6.30AM to 3.30PM IST, and includes rostering of a 5 day work week that could include weekend days.
Responsibilities
- 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, potentially working an irregular shift, including the weekend.
- 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.
Requirements
- 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 both 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.
- Self-motivated with the ability to work independently and proactively without requiring constant supervision.
Preferred qualifications
- 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 our products.
- Basic understanding of Curl command, Webhook.
- Basic SQL knowledge to query data from snowflake
- Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing), Postman or other APIs client, Zendesk.
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
Workplace
- Remote-first company with potential requests to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings.
- Occasional travel may be required to participate in project or team in-person meetings.
Skills
- REST APIs
- SSL
- TLS
- SMTP
- TCP/UDP
- Splunk
- JIRA
- Confluence
- Curl
- Webhook
- SQL
- SFDC
Show all 15 skills
- QuickBooks
- Zuora
- Postman
