Technical Support Engineer 2

Twilio is hiring a Technical Support Engineer 2 in India.

Responsibilities

• WEAR THE CUSTOMER’S SHOES: 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).

• BE INCLUSIVE: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.

• BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.

• WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

Requirements

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 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 both technical and non-technical audiences via phone and email.

• Customer-first mindset with a demonstrated commitment to delivering an exceptional customer experience.

• Excellent written and verbal communication skills.

• Strong ability to prioritize tasks, assess business impact, and respond with appropriate urgency.

• Demonstrated accountability by taking ownership of customer issues and driving them to resolution.

• Self-motivated with the ability to work independently and proactively without requiring constant supervision.

• Strong focus on execution, with the ability to prioritize and complete key objectives before taking on new initiatives.

• Leverage Twilio's AI tools and other automations to assist and efficiently communicate with customers

• 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)

Benefits & perks

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

About Twilio

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how