{"id":2032691,"url":"https://alion.io/job/twilio-technical-support-engineer-2-8","title":"Technical Support Engineer 2","company":{"id":1829,"name":"Twilio","domain":"twilio.com","url":"https://alion.io/company/twilio","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":26,"ghost_share":0,"stale_share":0.462,"repost_share":0.038,"time_to_fill_p50_days":49,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":23000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":552},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false},{"name":"SQL","optional":false},{"name":"Twilio","optional":false}],"status":"live","first_seen_at":"2026-06-03T16:38:35Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-12T03:53:32Z","board_verified":true,"closed_at":null,"days_open":130,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":130},"description":"Who we are \nAt Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.\nOur dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.\n.\nHiring and how we work\nWe use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! \nAlso, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. \n.\nSee yourself at Twilio\nJoin the team as our next Technical Support Engineer 2 (Email Infra) - EMEA.\nAbout the job\nThis position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.\nThis role reports to a Manager, Technical Support and will be based in our India office. This position requires working in a shift. The current shift timings for shift based roles supporting our EMEAcustomers is 12pm-9pm or 1pm-10pm IST. \nThis position also includes rostering. Rosters will be of a 5 daywork week, and could include one or both weekend days. (Mon-Fri, Tue-Sat or Sun-Thu).\nResponsibilities\nIn this role, you’ll:\nUse your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.\nBe ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs).\nWork with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.\nCollaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.\nReview and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.\nQualifications \nTwilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!\n*Required:\nOverall 3+ years experience, with deep understanding of Email infrastructure such as Mail User Agent(MUA) Message Transfer Agent (MTA)\nGood knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions.\nGood understanding of protocols - encryption-based Internet security protocol such as SSL, TLS and Communication protocol SMTP. Bonus: Knowledge on Email protocols POP3 and IMAP and Client- Server protocol such as Tenet would be a HUGE plus.\nSkills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. \nHigh competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.\nAbility to stand in the customer’s shoes and demonstrated dedication to the customer experience.\nExcellent written and verbal communication skills.\nExcellence in task prioritization and evaluation of situational urgency.\nDesired:\nAdvanced 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.\nAbility to influence and build effective working relationships with all levels of the organization.\nInterest in utilizing customer feedback to identify and drive improvements in our products. \nBasic understanding of Curl command, Webhook.\nBasic SQL knowledge to query data from snowflake\nLocation\nThis role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)\nTravel \nWe prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.\nWhat We Offer\nWorking at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.\nTwilio thinks big. Do you?\nWe like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values - something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.\nSo, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.\n.\nStay alert to recruitment fraud\nWe care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.\n.\nTwilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. 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