Technical Support Engineer 2

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. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Technical Support Engineer 2 (Email, APAC) . About the job This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company and excellent support is what our customers have come to expect and love about Twilio. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading! This role reports to a Manager, Technical Support. This position requires working in a shift. The current shift timings for shift based roles supporting our APAC customers is 5. 30AM to 2. 30PM and 6. 30AM to 3.

30PM 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: - 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. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: - 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 both technical and non-technical audiences via phone and email. - Customer-first mindset with a demonstrated commitment to delivering an exceptional customer experience.