# Technical Support Engineer 2

**Company**: Twilio
**Location**: Remote - India
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8079708?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_daea033f-8fb

## Description

At Twilio, we're shaping the future of communications. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

As a Technical Support Engineer 2 (Email Infra) - EMEA, 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 India.

Responsibilities:

- 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, which may require working an irregular shift, including weekends.

- Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.

- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.

- Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

Qualifications:

- Overall 3+ years experience, with 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.

What We Offer: Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.

## Skills

### Required
- Email infrastructure
- RESTful technology
- API
- Cloud solutions
- SSL
- TLS
- SMTP
- TCP/UDP
- Network connectivity
- Troubleshooting

### Nice to have
- POP3
- IMAP
- Tenet
- Curl command
- Webhook
- SQL

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8079708?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)