Technical Support Engineer – Level 2

🕒 July 22

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 33%

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.

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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

• Support customers’ use of the Twilio platform and help them get the best experience from Twilio products • Serve as the voice of Twilio to customers and partners • Operate as a subject matter expert for Twilio APIs and SDKs • Address customer issues and provide feedback to Product and Engineering teams • Assist customers during irregular and weekend shifts as needed • Resolve complex problems with customers’ and partners’ developers, architects, and support personnel • Collaborate with teammates and Product and Engineering teams via Slack • File JIRAs to report reproducible bugs • Review and contribute to internal knowledge bases and external technical resources • Work shifts supporting EMEA customers from 12pm-9pm or 1pm-10pm IST • Participate in occasional project or team in-person meetings

🎯 Requirements

• Overall 3+ years experience • Deep understanding of email infrastructure such as Mail User Agent (MUA) and Message Transfer Agent (MTA) • Good knowledge of RESTful technology • Previous work with APIs • Ability to understand and solve issues with cloud solutions • Good understanding of SSL, TLS, SMTP, and related protocols • Skills in troubleshooting network connectivity issues • Understanding of TCP/UDP and basics of SSL/TLS • High competency communicating complex technical issues to technical and non-technical audiences via phone or email • Excellent written and verbal communication skills • Excellence in task prioritization and evaluation of situational urgency • Ability to work shifts, including weekends • Ability to work a five-day roster, potentially Monday-Friday, Tuesday-Saturday, or Sunday-Thursday • Basic Curl and Webhook knowledge is desired • Basic SQL knowledge for querying Snowflake is desired

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Remote-first work arrangement • Occasional travel to project or team in-person meetings