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.
Join the team as Twilio's next Technical Support Engineer 2 (Email, APAC). This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform.
Responsibilities:
- Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
- Assist customers when they need it, potentially working irregular shifts, including weekends.
- Collaborate with customers' and partners' developers, architects, and support personnel to resolve complex problems.
- Work with teammates and Twilio Product and Engineering teams via Slack and file JIRAs to report reproducible bugs.
- Review and contribute to internal knowledge bases and external technical resources.
Qualifications:
- 3+ years of experience with 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.
- Ability to communicate complex technical issues clearly and effectively.
- Customer-first mindset with a demonstrated commitment to delivering an exceptional customer experience.
- Excellent written and verbal communication skills.
- Strong ability to prioritize tasks, assess business impact, and respond with appropriate urgency.
- Demonstrated accountability by taking ownership of customer issues and driving them to resolution.
- Self-motivated with the ability to work independently and proactively.
- Strong focus on execution, with the ability to prioritize and complete key objectives.
- Leverage Twilio's AI tools and other automations to assist and efficiently communicate with customers.
- Experience participating in incident management, incident communications, and on-call rotations.
Technical expertise: Supporting Email REST APIs, Splunk, Command-line tools and terminal environments, JIRA and Confluence (preferred)
Desired:
- Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows.
- 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 products.
- Basic understanding of Curl command, Webhook.
- Basic SQL knowledge to query data from snowflake.
- Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles.
Location: Remote - India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)
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.