Twilio
Communications
TechnicalSupportEngineer2
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Engineer 2 at Twilio. Skills: Email infrastructure, API support, Cloud solutions. Address customer issues. Provide customer feedback”
What You'll Achieve.
Get best experience from Twilio's products
Industry & Context.
Problem resolution; Troubleshooting
Working in a shift, Rostering, Weekend work, Occasional travel
What They're Looking For.
Must Have
3+ years experience, Deep understanding of Email infrastructure, Good knowledge of RESTful technology, Previous work with APIs, Ability to understand and solve issues with cloud solutions, Good understanding of protocols, Encryption-based Internet security protocol knowledge, High competency in communicating complex technical issues, Ability to stand in customer's shoes, Demonstrated dedication to customer experience, Excellent written and verbal communication skills, Excellence in task prioritization, Evaluation of situational urgency
Nice to Have
Knowledge on Email protocols POP3 and IMAP, Knowledge on Client-Server protocol Tenet, Troubleshooting network connectivity issues, Understanding of TCP/UDP, Basics of SSL/TLS, Advanced time management skills, Ability to work well under pressure, Proficiency at developing workflows, Ability to influence and build effective working relationships, Interest in utilizing customer feedback, Basic understanding of Curl command, Basic understanding of Webhook, Basic SQL knowledge
What You'll Do.
Address customer issues
Provide customer feedback
Resolve complex problems
Collaborate with teammates
Report reproducible bugs
Review internal knowledge bases
Contribute to internal knowledge bases
Stay current on industry shifts
Stay current on industry standards
How You'll Work.
Team & Collaboration
Via Slack; Product teams; Engineering teams
Communication Scope
Technical communication; Customer communication
Process & Methodology
Task prioritization
Full Job Description
Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as our next Technical Support Engineer 2 (Email Infra) - EMEA. About the job This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs. This role reports to a Manager, Technical Support and will be based in our India office. This position requires working in a shift. The current shift timings for shift based roles supporting our EMEA customers is 12pm-9pm or 1pm-10pm IST. This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days. (Mon-Fri, Tue-Sat or Sun-Thu). Responsibilities In this role, you’ll: 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). Work with our customers' and
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