Technical Support Engineer – Level 2

• Provide technical support to users of Twilio's Email platform
• Address customer issues and provide customer feedback to Twilio Product and Engineering teams
• Work irregular and potentially weekend shifts based on customer and team needs
• Work with customers' and partners' developers, architects, and support personnel to resolve complex problems
• Collaborate with teammates and Twilio Product and Engineering teams via Slack
• File JIRAs to report reproducible bugs
• Review and contribute to internal knowledge bases and external technical resources
• Participate in incident management, incident communications, and on-call rotations
• Work assigned five-day rosters, potentially including weekend days
• Report to a Manager, Technical Support

• 3+ years of experience with a strong understanding of email infrastructure, including Mail User Agents (MUA) and Message Transfer Agents (MTA)
• Solid knowledge of REST APIs, API troubleshooting, and cloud-based solutions
• Good understanding of internet security and communication protocols, including SSL, TLS, and SMTP
• Strong troubleshooting skills for network connectivity issues, with a good understanding of TCP/UDP, SSL/TLS, and general networking concepts
• Ability to communicate complex technical issues clearly and effectively to technical and non-technical audiences via phone and email
• Customer-first mindset with demonstrated commitment to exceptional customer experience
• Excellent written and verbal communication skills
• Ability to prioritize tasks, assess business impact, and respond with appropriate urgency
• Demonstrated accountability for owning customer issues and driving them to resolution
• Ability to work independently and proactively without constant supervision
• Strong focus on execution and prioritization
• Ability to leverage Twilio's AI tools and other automations
• Experience participating in incident management, incident communications, and on-call rotations
• Technical expertise supporting Email REST APIs, Splunk, command-line tools and terminal environments
• JIRA and Confluence (preferred)
• Advanced time management skills and ability to work well under pressure (desired)
• Ability to develop workflows to increase troubleshooting efficiency while following standard processes and procedures (desired)
• Ability to influence and build effective working relationships across the organization (desired)
• Interest in using customer feedback to drive product improvements (desired)
• Basic understanding of Curl commands and Webhooks (desired)
• Basic SQL knowledge to query data from Snowflake (desired)
• Experience with SFDC, QuickBooks, Zuora or other financial management software, Postman or other API clients, and Zendesk (desired/role-dependent)

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Remote-first work
• Occasional travel/in-person project or team meetings
• Support for employee volunteering and donation efforts