Description:

Twilio is on a mission to transform global communications—and you can be part of it from the comfort of your home. As a Technical Support Engineer 2, you’ll be at the heart of customer success, helping developers and businesses resolve complex issues around Twilio’s platform—especially email-related infrastructure.

This role is ideal for someone who understands the email ecosystem inside out and enjoys solving real-world problems. You’ll work closely with customers and internal teams to troubleshoot, provide technical guidance, and improve customer experience. You'll also collaborate with engineers and contribute to internal knowledge bases while working a shift that supports EMEA customers.

Key Responsibilities:

• Provide technical support for Twilio’s Email platform, handling complex customer issues with care and urgency
• Troubleshoot issues related to email infrastructure, APIs, SDKs, and system connectivity
• Collaborate with engineering and product teams to escalate bugs and suggest improvements
• Assist customers via multiple channels (Slack, JIRA, email, and phone)
• Contribute to and maintain internal knowledge bases and external documentation
• Work on a shift-based schedule (12 PM – 9 PM or 1 PM – 10 PM IST) that may include weekends

Key Technical Skills:

Email Infrastructure, MUA, MTA, REST APIs, SMTP, SSL, TLS, POP3, IMAP, Telnet, TCP/UDP, Curl, Webhooks, SQL (Snowflake)

Requirements:

• 2+ years of experience in a technical support or infrastructure-related role
• Deep understanding of email protocols and architecture (MUA, MTA, SMTP, POP3, IMAP)
• Hands-on experience with REST APIs, internet security protocols (SSL/TLS), and network troubleshooting (TCP/UDP)
• Ability to simplify and communicate complex technical issues to all audiences
• Strong time management, task prioritization, and customer empathy skills
• Experience with command-line tools like Curl and webhook integrations
• Basic SQL knowledge to query data from Snowflake is a plus
• Must be comfortable working in a remote-first, shift-based environment

At Twilio, you're not just joining a company—you’re joining a mission-driven community focused on innovation, inclusion, and impact. If you're a technical problem solver passionate about communication technology, apply now and let your career take off with Twilio!