Technical Support Engineer 2

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.

Responsibilities

Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams; Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs); Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences; Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs; Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards

Requirements

Overall 3+ years experience, with deep understanding of Email infrastructure such as Mail User Agent(MUA) Message Transfer Agent (MTA); Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions; Good understanding of protocols - encryption-based Internet security protocol such as SSL, TLS and Communication protocol SMTP; Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS; High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums; Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience; Excellent written and verbal communication skills; Excellence in task prioritization and evaluation of situational urgency

Nice to have

Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures; Ability to influence and build effective working relationships with all levels of the organization; Interest in utilizing customer feedback to identify and drive improvements in our products; Basic understanding of Curl command, Webhook; Basic SQL knowledge to query data from snowflake; Knowledge on Email protocols POP3 and IMAP and Client- Server protocol such as Telnet

Benefits

Competitive pay; Generous time off; Ample parental and wellness leave; Healthcare; Retirement savings program; Support for volunteering and donation efforts