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Twilio is seeking a Technical Support Engineer 2 to join its Support team and provide technical support to users of the Email platform. This is a remote role based in India, supporting APAC customers with shift-based work (5:30 AM–2:30 PM or 6:30 AM–3:30 PM IST). The role includes rostering on a 5-day work week that may include weekend days (Mon–Fri, Tue–Sat, or Sun–Thu).
You will wear the customer's shoes by using strong technical and diplomatic skills to address customer issues and provide feedback to Twilio's Product and Engineering teams. You'll work with customers' developers, architects, and support personnel to resolve complex problems with potentially significant business impact. Collaboration is key—you'll work with teammates and engineering via Slack, file JIRAs for reproducible bugs, and contribute to internal knowledge bases and external technical resources.
Key responsibilities include:
- Providing technical support to Email platform customers, including those in APAC time zones
- Troubleshooting complex customer issues and escalating appropriately
- Collaborating with Product and Engineering teams to report bugs and drive improvements
- Participating in incident management and on-call rotations
- Maintaining and improving internal and external technical documentation
- Communicating complex technical issues clearly to both technical and non-technical audiences
This role reports to a Manager, Technical Support. You may be required to travel occasionally for team meetings or customer engagement.
REQUIREMENTS:
Required:
- 3+ years of experience with 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 (SSL, TLS, SMTP)
- Strong troubleshooting skills for network connectivity issues, with understanding of TCP/UDP, SSL/TLS, and general networking concepts
- Ability to communicate complex technical issues clearly to both technical and non-technical audiences via phone and email
- Customer-first mindset with demonstrated commitment to exceptional customer experience
- Excellent written and verbal communication skills
- Strong ability to prioritize tasks, assess business impact, and respond with appropriate urgency
- Demonstrated accountability and ownership of customer issues through to resolution
- Self-motivated with ability to work independently and proactively
- Strong focus on execution and ability to prioritize key objectives
- Experience leveraging AI tools and automations to assist and 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, JIRA and Confluence (preferred)
Desired:
- Advanced time management skills and ability to work well under pressure
- Ability to develop workflows to increase troubleshooting efficiency
- Ability to influence and build effective working relationships across organizational levels
- Interest in utilizing customer feedback to drive product improvements
- Basic understanding of Curl command and Webhooks
- Basic SQL knowledge to query data from Snowflake
- Experience with SFDC, QuickBooks, Zuora, Postman, or Zendesk
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
