Technical Support Engineer 2

At Twilio, the support team focuses on assisting users of the company's Email platform, ensuring excellent customer service through technical expertise. The role involves troubleshooting complex email infrastructure issues, including API and network problems, and collaborating with product and engineering teams to resolve customer concerns. The team values proactive, customer-first communication and encourages continuous learning and contribution to knowledge bases.

The position is remote in India, with work shifts that may include weekends and irregular hours to support APAC customers. Candidates should have at least three years of experience with email systems, APIs, and networking protocols, along with strong communication skills. The role emphasizes ownership, accountability, and leveraging AI tools to enhance customer interactions.

Daily tasks include diagnosing technical issues, documenting solutions, and working with cross-functional teams to improve products. The role requires familiarity with REST APIs, cloud solutions, and security protocols like SSL/TLS. The company promotes a diverse, inclusive culture and offers benefits such as competitive pay, healthcare, and flexible work arrangements, with occasional travel for team or customer meetings.