Technical Support Engineer 2 (Email Infra)

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. 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. Knowledge on Email protocols such as POP3 and IMAP and Client-Server protocol such as Telnet would be a HUGE plus. Basic understanding of Curl command, Webhook. Basic SQL knowledge to query data from snowflake.

Address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. Assist customers, potentially working irregular shifts including weekends. Resolve complex problems with customers' and partners' developers, architects, and support personnel. Collaborate with teammates and Twilio Product and Engineering teams via Slack and filing JIRAs. Review and contribute to internal knowledge bases and external technical resources.