Technical Support Engineer 2 (Email Infra)

📋 Description

• • Join Twilio as a Technical Support Engineer 2, specializing in Email Infrastructure, and play a pivotal role in shaping the future of communications. Twilio is a global leader, empowering hundreds of thousands of businesses and millions of developers worldwide to craft personalized customer experiences through innovative communication solutions. Our commitment to a remote-first work environment fosters a vibrant, inclusive, and diverse team where your contributions make a significant global impact.
• • In this role, you will be the primary technical point of contact for our customers, acting as the voice of Twilio and a subject matter expert for our APIs and SDKs, particularly concerning email infrastructure. You will leverage your deep technical acumen and exceptional communication skills to resolve complex customer issues, ensuring they derive maximum value from the Twilio platform.
• • This position reports to a Manager, Technical Support and is based remotely within India. To effectively support our EMEA customer base, this role requires working in a shift-based schedule. The current shift timings are either 12:00 PM to 9:00 PM IST or 1:00 PM to 10:00 PM IST. This role also involves a rostered work week, typically a 5-day schedule, which may include one or both weekend days (e.g., Monday-Friday, Tuesday-Saturday, or Sunday-Thursday). Flexibility and adaptability to evolving team and customer needs are essential.
• • Your core responsibility will be to address customer inquiries and issues with a strong blend of technical expertise and diplomatic skill. You will be instrumental in translating customer feedback into actionable insights for Twilio’s Product and Engineering teams, driving continuous improvement and innovation.
• • You will be a crucial resource for our customers' developers, architects, and support personnel, assisting them in resolving intricate problems that can have significant business implications. This requires a proactive and problem-solving mindset.
• • Collaboration is key at Twilio. You will work closely with your teammates and the Product and Engineering teams, utilizing tools like Slack for real-time communication and JIRA for bug reporting and tracking. Your ability to articulate technical challenges clearly will be vital in these collaborations.
• • Continuous learning and knowledge sharing are encouraged. You will be expected to review and contribute to internal knowledge bases and external technical documentation. Staying current with industry trends, standards, and best practices in email infrastructure and communication protocols is paramount to providing exceptional support.
• • This role demands a deep understanding of email infrastructure, including Mail User Agents (MUA) and Message Transfer Agents (MTA). You will be expected to troubleshoot issues related to email delivery, configuration, and performance.
• • A solid grasp of essential communication protocols such as SMTP is required, along with expertise in encryption-based security protocols like SSL and TLS. Understanding how these protocols function and interact is critical for diagnosing and resolving customer issues.
• • You will also be responsible for troubleshooting network connectivity issues, demonstrating a foundational understanding of TCP/UDP and the role of SSL/TLS in secure communication.
• • Familiarity with RESTful technologies and experience working with APIs is essential. You should be adept at understanding and resolving issues related to cloud-based solutions and API integrations.
• • Your ability to communicate complex technical concepts to both technical and non-technical audiences, whether via phone or email, will be a cornerstone of your success. Empathy and a customer-centric approach are vital, as you will be expected to truly understand and advocate for the customer's experience.
• • Excellent written and verbal communication skills are non-negotiable. You must be able to articulate solutions clearly, concisely, and professionally.
• • Strong organizational skills, including the ability to prioritize tasks effectively and evaluate the urgency of situations, are necessary to manage a demanding workload and ensure timely resolution of critical issues.
• • You will contribute to Twilio’s mission of revolutionizing customer engagement by ensuring the reliability and performance of our email communication services, directly impacting customer satisfaction and business success.