Technical Support Engineer – Level 2

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Provide technical support to users of Twilio's Email platform • Address customer issues and provide customer feedback to Twilio Product and Engineering teams • Work irregular and potentially weekend shifts based on customer and team needs • Work with customers' and partners' developers, architects, and support personnel to resolve complex problems • Collaborate with teammates and Twilio Product and Engineering teams via Slack • File JIRAs to report reproducible bugs • Review and contribute to internal knowledge bases and external technical resources • Participate in incident management, incident communications, and on-call rotations • Work assigned five-day rosters, potentially including weekend days • Report to a Manager, Technical Support

🎯 Requirements

• 3+ years of experience with a strong understanding of 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, with a good understanding of TCP/UDP, SSL/TLS, and general networking concepts • Ability to communicate complex technical issues clearly and effectively to technical and non-technical audiences via phone and email • Customer-first mindset with demonstrated commitment to exceptional customer experience • Excellent written and verbal communication skills • Ability to prioritize tasks, assess business impact, and respond with appropriate urgency • Demonstrated accountability for owning customer issues and driving them to resolution • Ability to work independently and proactively without constant supervision • Strong focus on execution and prioritization • Ability to leverage Twilio's AI tools and other automations • 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) • Advanced time management skills and ability to work well under pressure (desired) • Ability to develop workflows to increase troubleshooting efficiency while following standard processes and procedures (desired) • Ability to influence and build effective working relationships across the organization (desired) • Interest in using customer feedback to drive product improvements (desired) • Basic understanding of Curl commands and Webhooks (desired) • Basic SQL knowledge to query data from Snowflake (desired) • Experience with SFDC, QuickBooks, Zuora or other financial management software, Postman or other API clients, and Zendesk (desired/role-dependent)

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Remote-first work • Occasional travel/in-person project or team meetings • Support for employee volunteering and donation efforts