Technical Support Engineer 2
Twilio · Posted Oct 5
Cloud-based customer engagement platform providing APIs for messaging, voice, email, and customer data orchestration
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About the role
Twilio's Support team provides technical support to users of the Twilio Email platform, delivering the excellent support experience customers have come to expect. The role sits within Twilio's communications platform business, covering email infrastructure, REST APIs, and cloud-based solutions. As Technical Support Engineer 2 (Email, APAC), you will troubleshoot complex customer issues, collaborate with Product and Engineering via Slack and JIRA, and contribute to internal knowledge bases on a shift-based, rostered schedule.
What you will do
- 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.
Skills used in this role
What the employer is looking for
- 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)
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
- Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing), Postman or other APIs client, Zendesk.
Benefits and support
- competitive pay
- generous time off
- ample 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
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