Technical Support Engineer L2

Summary

Join Twilio as a Technical Support Engineer 2 (Email) and support customers using the Twilio platform, ensuring they get the best experience from our products. You will be the voice of Twilio, acting as a subject matter expert for our APIs and SDKs. This role reports to a Manager, Technical Support and is based in our Bengaluru office, requiring shift work, including weekends. Responsibilities include addressing customer issues, collaborating with product and engineering teams, contributing to knowledge bases, and working with customers and partners to resolve complex problems. The position requires a deep understanding of email infrastructure, RESTful technology, and various protocols. Excellent communication and problem-solving skills are essential.

Requirements

• Deep understanding of Email infrastructure such as Mail User Agent(MUA) Message Transfer Agent (MTA)
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions
• Good understanding of protocols - encryption-based Internet security protocol such as SSL, TLS and Communication protocol SMTP
• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience
• Excellent written and verbal communication skills
• Excellence in task prioritization and evaluation of situational urgency

Responsibilities

• WEAR THE CUSTOMER’S SHOES: 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. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs)
• BE INCLUSIVE: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences
• BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs
• WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards

Preferred Qualifications

• 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

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program