Technical Support Engineer 2 (Email Infra)

3+ years experience with deep understanding of Email infrastructure (MUA & MTA) Good understanding of protocols - Encryption-based Internet Security Protocol (SSL, TLS) & Communication Protocol (SMTP) Skills in troubleshooting network connectivity issues (TCP/UDP, SSL/TLS) Good knowledge of RESTful technology, previous work with APIs, and ability to solve issues with cloud solutions High competency in communicating complex technical issues to technical and non-technical audiences Ability to stand in the customer’s shoes and dedication to customer experience Excellent written and verbal communication skills Excellence in task prioritization and evaluation of situational urgency

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