Technical Support Engineer 2

About the Role

The role is based in India and requires working in a shift, with current shift timings of 12pm-9pm or 1pm-10pm IST. The position also includes rostering, with a 5-day work week and potential weekend work.

What You Will Do

• Use your technical expertise to address customer issues and provide feedback to the product and engineering teams
• Collaborate with customers' and partners' developers, architects, and support personnel to resolve complex problems
• Work with your teammates and the Twilio product and engineering teams via Slack and JIRAs to report reproducible bugs
• Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards
• Provide excellent written and verbal communication to both technical and non-technical audiences via phone or email
• Prioritize tasks and evaluate situational urgency to ensure timely resolution of customer issues
• Develop workflows to increase troubleshooting efficiency while following standard processes and procedures
• Stay up-to-date with the latest developments in email infrastructure and RESTful technology
• Participate in training and knowledge-sharing sessions to improve your skills and knowledge

What We Are Looking For

• Overall 3+ years of experience in a technical support or related role
• Deep understanding of email infrastructure, including Mail User Agent (MUA) and Message Transfer Agent (MTA)
• Good knowledge of RESTful technology and previous work with APIs
• Ability to understand and solve issues with cloud solutions
• Good understanding of protocols, including encryption-based internet security protocols such as SSL and TLS
• High competency in communicating complex technical issues to both technical and non-technical audiences
• Ability to stand in the customer's shoes and demonstrate dedication to the customer experience
• Excellent written and verbal communication skills
• Excellence in task prioritization and evaluation of situational urgency

Nice to Have

• Knowledge of email protocols, including POP3 and IMAP
• Understanding of client-server protocols, such as Tenet
• Experience with troubleshooting network connectivity issues and understanding of TCP/UDP and SSL/TLS
• Advanced time management skills and ability to work well under pressure

Benefits and Perks

• Opportunity to work with a global team and make a significant impact
• Collaborative and dynamic work environment
• Professional development opportunities, including training and knowledge-sharing sessions
• Flexible working hours and remote work options
• Access to the latest technology and tools
• Competitive compensation and benefits package
• Recognition and rewards for outstanding performance

• Make sure to highlight your experience with email infrastructure and RESTful technology in your resume and cover letter.
• Practice your communication skills, as you will be working with both technical and non-technical audiences.
• Be prepared to provide examples of complex technical issues you have resolved in the past.
• Familiarize yourself with Twilio's products and services, as well as the company culture and values.
• Be ready to ask questions during the interview, such as what a typical day looks like in the role or what opportunities there are for professional development.