Technical Support Engineer 2 (Email Infra)
Karnataka, Maharashtra, Telangana, Tamil Nadu or New Delhi, 12pm-9pm IST, 1pm-10pm ISTFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- SQLRESTful APIs
Requirements
- 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
- Knowledge on Client-Server protocol such as Telnet
- Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency
- 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
Responsibilities
- Use 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 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
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