Technical Support Engineer 2 (Email Infra)

We're seeking a Technical Support Engineer 2 (Email Infra) to join our team in India. As a Technical Support Engineer, you will be the voice of Twilio to our customers and partners, operating as a subject matter expert for Twilio's APIs and SDKs. You will use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.

Your responsibilities will include:

• Addressing customer issues and providing customer feedback to Twilio's Product and Engineering teams
• Assisting customers with complex problems with potentially very costly and far-reaching consequences
• Collaborating with teammates and the Twilio Product and Engineering teams via Slack and filing JIRAs to report reproducible bugs
• Reviewing and contributing to internal knowledge bases and external technical resources to stay current on industry shifts and standards

To be successful in this role, you will need:

• 3+ years experience with deep understanding of Email infrastructure such as Mail User Agent (MUA) & Message Transfer Agent (MTA)
• Good understanding of protocols, encryption-based Internet Security Protocol such as SSL, TLS & Communication Protocol such as SMTP
• Knowledge on Email protocols such as POP3 and IMAP and Client-Server protocol such as Telnet would be a HUGE plus
• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions
• 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

If you're interested in utilizing customer feedback to identify and drive improvements in our products, and have a passion for delivering exceptional customer experiences, we'd love to hear from you!