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.
Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems.
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.

3+ years experience, with deep understanding of Email infrastructure such as Mail User Agent (MUA) & Message Transfer Agent (MTA)
Good understanding of protocols
Encryption-based Internet Security Protocol such as SSL, TLS & Communication Protocol such as SMTP
Bonus: Knowledge on Email protocols such as POP3 and IMAP and Client-Server protocol such as Telnet would be a HUGE plus
Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions.
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.

Technical Support Engineer 2 – Email Infra

Key skills