Technical Support Engineer 2
Twilio · Posted Oct 7
Cloud-based customer engagement platform providing APIs for messaging, voice, email, and customer data orchestration
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About the role
Twilio is a remote-first cloud communications platform company that serves hundreds of thousands of businesses and millions of developers building personalized customer experiences. This role sits within the Technical Support organization, supporting customers' use of the Twilio platform and acting as a subject matter expert for Twilio's APIs and SDKs, with a focus on Email infrastructure for EMEA customers. The engineer will troubleshoot complex customer issues, file reproducible bugs with Product and Engineering, and maintain internal and external technical knowledge resources, working shift-based schedules (12pm-9pm or 1pm-10pm IST).
What you will do
- 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.
Skills used in this role
What the employer is looking for
- 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. Bonus: Knowledge on Email protocols POP3 and IMAP and Client- Server protocol such as Tenet would be a HUGE plus.
- 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.
Preferred qualifications
- 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
Benefits and support
- generous time off
- parental and wellness leave
- healthcare
- retirement savings program
About Twilio
Twilio is a cloud communications platform-as-a-service company that allows software developers to programmatically make and receive phone calls, send and receive text messages, and perform other communication functions using its web service APIs. The company also offers customer engagement software and a customer data platform, Twilio Segment, to help businesses personalize interactions at scale. Today, it operates as a key infrastructure provider powering digital communications for brands worldwide.
- Industry
- Cloud Communications
- Company size
- 5000-10000 employees
- Founded
- 2008
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $240M raised
- 2021-07-31Post IPO Debt
- 2018-05-01Post IPO Equity
- 2015-07-31Series E
Leadership
Chief Executive Officer
Chief Financial Officer
Chief Administrative Officer
President, Twilio Segment / Chief Revenue Officer
Chief Marketing Officer
Recent coverage
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