Technical Support Engineer – Level 2

Twilio

Technical Support Engineer managing Email infrastructure for Twilio. Supporting global customers and resolving complex technical issues while collaborating with cross-functional teams.

Posted 7/22/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Email Infrastructure, including MUA and MTA, with strong troubleshooting skills in network connectivity and cloud solutions. Proficient in communicating complex technical issues effectively to diverse audiences while prioritizing customer experience and feedback.

Highest-signal resume keywords

Email Infrastructure ExpertiseRESTful API KnowledgeNetwork Troubleshooting SkillsSSL/TLS Protocol UnderstandingExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Email InfrastructureRESTful TechnologyAPIsSSL ProtocolTLS ProtocolSMTP ProtocolTCP/UDPSQLCurl CommandWebhook

Soft Skills

Customer Experience DedicationTask PrioritizationTime ManagementRelationship BuildingCommunication

Tools & Technologies

JIRASlackSnowflake

Industry Keywords

Email ProtocolsMUAMTAPOP3IMAPClient-Server ProtocolInternet Security

Tech Stack

Tools & technologies

CloudSMTPSQL

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
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

Comp & perks

Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
Retirement savings program
Travel opportunities