Technical Support Engineer – Level 2
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Job Description
Technical Support Engineer supporting Twilio’s Email platform for APAC customers. Troubleshooting APIs, email infrastructure, networking, and complex customer issues remotely from India.
Responsibilities:
- Provide technical support to users of Twilio's Email platform
- Address customer issues and provide customer feedback to Twilio Product and Engineering teams
- Work irregular and potentially weekend shifts based on customer and team needs
- Work with customers' and partners' developers, architects, and support personnel to resolve complex problems
- Collaborate with teammates and Twilio Product and Engineering teams via Slack
- File JIRAs to report reproducible bugs
- Review and contribute to internal knowledge bases and external technical resources
- Participate in incident management, incident communications, and on-call rotations
- Work assigned five-day rosters, potentially including weekend days
- Report to a Manager, Technical Support
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 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
- Ability to prioritize tasks, assess business impact, and respond with appropriate urgency
- Demonstrated accountability for owning customer issues and driving them to resolution
- Ability to work independently and proactively without constant supervision
- Strong focus on execution and prioritization
- Ability to leverage Twilio's AI tools and other automations
- 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)
- Advanced time management skills and ability to work well under pressure (desired)
- Ability to develop workflows to increase troubleshooting efficiency while following standard processes and procedures (desired)
- Ability to influence and build effective working relationships across the organization (desired)
- Interest in using customer feedback to drive product improvements (desired)
- Basic understanding of Curl commands and Webhooks (desired)
- Basic SQL knowledge to query data from Snowflake (desired)
- Experience with SFDC, QuickBooks, Zuora or other financial management software, Postman or other API clients, and Zendesk (desired/role-dependent)
Benefits:
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- Remote-first work
- Occasional travel/in-person project or team meetings
- Support for employee volunteering and donation efforts
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