Technical Support Engineer

Who we are At Twilio we re shaping the future of communications all from the comfort of our homes We deliver innovative solutions to and empower millions of developers worldwide to craft personalized customer experiences Our dedication to 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 See yourself at Twilio Join the team as our next Technical Support Engineer 2 Email EMEA About the job This position is needed to support our customers use of the Twilio platform and help customers get the best experience from Twilio s products 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 our new Bengaluru office This position requires working in a shift The current shift timings for shift based roles supporting our EMEA customers is 12 PM -9 PM or 1 PM - 10 PM 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 will 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 Overall 2 years of 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 Bonus Knowledge on Email protocols POP3 and IMAP and Client- Server protocol such as Tenet would be a HUGE plus 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 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 based in India Karnataka Maharashtra New Delhi Tamil Nadu Telangana 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 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 Additionally we empower employees to build 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 Twilio is proud to be an equal opportunity employer We do not discriminate based upon race religion color national origin sex including pregnancy childbirth reproductive health decisions or related medical conditions sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability genetic information political views or activity or other applicable legally protected characteristics We also consider qualified applicants with criminal histories consistent with applicable federal state and local law Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act Additionally Twilio participates in the E-Verify program in certain locations as required by law