Technical Support Engineer 2 (Email Infra)

3 hours, 23 minutes ago
Full-time
Mid Level
DevOps and Infrastructure
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008

Description

  • Support customers’ use of the Twilio platform and help them get the best experience from Twilio’s products.
  • Serve as the voice of Twilio for customers and partners while acting as a subject matter expert for APIs and SDKs.
  • Investigate and resolve complex customer issues involving email infrastructure and related technical systems.
  • Communicate customer feedback and reproducible bugs to Twilio Product and Engineering teams.
  • Collaborate with teammates, Product, and Engineering through Slack and JIRA.
  • Review and contribute to internal knowledge bases and external technical resources to stay current on industry standards.
  • Work with customer and partner developers, architects, and support personnel to solve high-impact technical problems.
  • Provide support during shift-based coverage, including irregular hours and weekends as needed.

Requirements

  • 3+ years of experience with deep understanding of email infrastructure, including MUA and MTA.
  • Strong understanding of security and communication protocols such as SSL, TLS, and SMTP.
  • Experience troubleshooting network connectivity issues, including TCP/UDP and SSL/TLS basics.
  • Good knowledge of RESTful technology, APIs, and cloud solutions.
  • Ability to communicate complex technical issues clearly to both technical and non-technical audiences via phone or email.
  • Strong customer empathy and a demonstrated commitment to customer experience.
  • Excellent written and verbal communication skills.
  • Strong prioritization skills and ability to assess urgency effectively.
  • Preferred: Knowledge of POP3, IMAP, and Telnet.
  • Preferred: Advanced time management, ability to work under pressure, and workflow development skills.
  • Preferred: Ability to influence and build effective working relationships across the organization.
  • Preferred: Interest in using customer feedback to drive product improvements.
  • Preferred: Basic understanding of Curl, Webhook, and SQL for querying Snowflake.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote work with a home-based setup.
  • Occasional travel opportunities for team or project in-person meetings.

Interested in this position?

Apply directly on the company website

Apply Now

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