Twilio - Technical Support Engineer 2 (Email Infra)
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Requirements
• 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! • 3+ years experience, with deep understanding of Email infrastructure such as Mail User Agent (MUA) & Message Transfer Agent (MTA) • Email infrastructure • Encryption-based Internet Security Protocol • Communication Protocol • Bonus: Knowledge on Email protocols such as POP3 and IMAP and Client-Server protocol such as Telnet would be a HUGE plus. • Email protocols • Client-Server protocol • 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. • Desired: • Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures. • 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 our products. • Basic understanding of Curl command, Webhook. • Basic SQL knowledge to query data from snowflake. • Location • This role will be remote, and based in either Karnataka, Maharashtra, Telangana, Tamil Nadu or New Delhi. • Karnataka • Maharashtra • Telangana • Tamil Nadu • New Delhi • Travel • We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
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. 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 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.
Benefits
• 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. Offerings vary by location. • Twilio thinks big. Do you? • We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. • So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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