Technical Support Engineer 2
About this job
Twilio is shaping the future of communications and empowering developers and businesses globally through innovative solutions and a remote-first work culture. As a Technical Support Engineer 2 (Email, APAC) at Twilio, you will join the Support team to deliver exceptional technical support to users of the Email platform. The role focuses on helping customers, addressing complex technical issues, and acting as an owner by collaborating closely with product and engineering teams. A normal day in this role involves working in assigned shifts, which may include weekend days and hours aligned with APAC customers, communicating effectively with developers and partners via phone and email, troubleshooting network and API issues, filing JIRAs for bugs, and contributing to internal knowledge bases.
Responsibilities
- Address customer issues using strong technical and diplomatic skills and provide feedback to Product and Engineering teams.
- Work irregular shifts and potentially weekends based on team and customer needs.
- Collaborate with developers, architects, and partners to resolve complex problems.
- File JIRAs for reproducible bugs and communicate via Slack with teammates and engineering teams.
- Review and contribute to internal knowledge bases and external technical resources.
- Leverage Twilio's AI tools and automations to assist and communicate with customers efficiently.
Requirements
- 3+ years of experience with email infrastructure including MUA and MTA.
- Solid knowledge of REST APIs, API troubleshooting, and cloud-based solutions.
- Good understanding of internet security and communication protocols such as SSL, TLS, and SMTP.
- Strong troubleshooting skills for network connectivity issues with an understanding of TCP/UDP and networking concepts.
- Ability to communicate complex technical issues clearly to technical and non-technical audiences.
- Customer-first mindset with excellent written and verbal communication skills.
- Experience participating in incident management, incident communications, and on-call rotations.
Good to have
- Experience with Splunk, Command-line tools, terminal environments, JIRA, and Confluence.
- Basic understanding of Curl commands and Webhooks.
- Basic SQL knowledge to query data from Snowflake.
- Experience with Postman or other API clients and Zendesk.
Who should apply
This role suits technically savvy individuals with a customer-first mindset, strong troubleshooting capabilities, and a background in email infrastructure or REST APIs. Candidates should be comfortable working in rotational shifts, including weekends, and possess the ability to work independently in a remote setting. While traditional career paths are not strictly required, applicants must meet the core experience criteria specified in the job posting.
Frequently asked questions
What is the primary role of a Technical Support Engineer 2 at Twilio?
The primary role is to provide excellent technical support to users of Twilio's Email platform, solve complex customer problems, and collaborate with product and engineering teams.
What are the shift timings for the Technical Support Engineer 2 position at Twilio?
The current shift timings for APAC customers are 5.30AM to 2.30PM and 6.30AM to 3.30PM IST, operating on a 5-day work week that may include weekends.
Is Twilio's Technical Support Engineer 2 role remote?
Yes, the role is based remotely in India, though occasional in-person travel may be required for team gatherings or customer meetings.
What experience is required to apply for the Technical Support Engineer 2 at Twilio?
Applicants need 3+ years of experience with email infrastructure, REST APIs, network troubleshooting, and communication protocols.
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