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TwilioTechnical Support Engineer 2
Twilio is seeking a Technical Support Engineer 2 focusing on email infrastructure to assist clients in the EMEA region. Operating from India, the person in this…
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About This Role
Twilio is seeking a Technical Support Engineer 2 focusing on email infrastructure to assist clients in the EMEA region. Operating from India, the person in this position acts as the primary representative for the company, helping developers, architects, and technical personnel navigate complex issues related to APIs, software development kits, and cloud solutions. The employer specializes in shaping modern communication technologies and empowering a vast network of businesses and developers…
Job Description
Twilio is seeking a Technical Support Engineer 2 focusing on email infrastructure to assist clients in the EMEA region. Operating from India, the person in this position acts as the primary representative for the company, helping developers, architects, and technical personnel navigate complex issues related to APIs, software development kits, and cloud solutions. The employer specializes in shaping modern communication technologies and empowering a vast network of businesses and developers worldwide.
This job suits professionals equipped with strong diplomacy and technical capabilities who can handle high-stakes customer problems effectively. The role involves working within a structured shift system, specifically covering hours such as 12pm to 9pm IST or 1pm to 10pm IST. Schedules are organized on a five-day work week basis through rostering, which may encompass weekend days depending on operational needs. While the organization operates as a remote-first entity with employees working from home across certain Indian regions, occasional in-person gatherings, project meetings, or team off-sites may require attendance.
The position requires close collaboration with engineering teams via messaging tools, tracking bugs through ticketing systems, and updating internal knowledge resources. Professionals joining the organization will find a culture focused on global inclusion and impactful teamwork.
Responsibilities
- Address client technical difficulties using diplomatic and problem-solving skills
- Partner with developers and architects to troubleshoot high-impact complications
- Share customer insights with product and engineering departments through Slack and JIRA
- Contribute to internal and external technical documentation to maintain industry awareness
- Evaluate situational urgency to properly prioritize daily tasks
Requirements
- Minimum of three years of overall professional experience
- Deep familiarity with email infrastructure including Mail User Agents and Message Transfer Agents
- Practical knowledge of RESTful technologies, APIs, and cloud architecture troubleshooting
- Solid understanding of communication protocols like SMTP and encryption methods such as SSL and TLS
- Strong verbal and written communication skills with the ability to explain complex concepts clearly
Qualifications
- Familiarity with POP3, IMAP, and Telnet protocols
- Experience troubleshooting network connectivity issues using TCP, UDP, and basic security certificates
- Basic knowledge of Curl commands, Webhooks, and Snowflake SQL queries
- Advanced time management and organizational relationship-building capabilities
Core Skills
Benefits
- Competitive financial compensation
- Generous time off policies
- Comprehensive healthcare coverage
- Parental and wellness leave programs
- Retirement savings arrangements
Frequently Asked Questions
Where is the position located?
This role is based remotely in India, specifically within Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi.
What are the working hours and shift requirements?
The position requires working in a shift, with current timings for EMEA support set at 12pm to 9pm IST or 1pm to 10pm IST on a five-day work week that may include weekends.
Is travel required for this role?
Occasional travel may be required to participate in project meetings or in-person team gatherings.
What is the salary for this job?
The posting does not specify the salary.
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