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Twilio is seeking a Technical Support Engineer 2 to support customers using the Twilio platform, specifically for email infrastructure. You will serve as a subject matter expert on Twilio's APIs and SDKs, functioning as the voice of Twilio to customers and partners.
Responsibilities include:
- Address customer technical issues with strong technical and diplomatic skills
- Provide customer feedback to Twilio's Product and Engineering teams
- Assist customers during shift hours (12pm-9pm IST or 1pm-10pm IST), including potential weekend work
- Work with customers' developers, architects, and support personnel to resolve complex problems
- Collaborate with teammates and internal teams via Slack and JIRA to report bugs
- Contribute to internal knowledge bases and external technical resources
Required qualifications:
- 3+ years of experience with deep understanding of email infrastructure (MUA, MTA)
- Strong knowledge of RESTful APIs and cloud solutions
- Understanding of security protocols (SSL, TLS) and communication protocols (SMTP)
- Proficiency in troubleshooting network connectivity issues (TCP/UDP)
- Excellent communication skills for explaining complex technical issues to diverse audiences
- Customer-focused mindset with strong prioritization abilities
Desired qualifications include advanced time management, ability to work under pressure, and experience building effective cross-organizational relationships. This role reports to a Manager of Technical Support and is based in the India office with shift-based scheduling and rostering (5-day work weeks that may include weekends).
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
