Technical Support Engineer 2

Навыки

Обязанности

• 01Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams
• 02Be ready to assist our customers when they need us
• 03Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences
• 04Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs
• 05Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards

Требования

• 01Overall 3+ years experience, with deep understanding of Email infrastructure such as Mail User Agent(MUA) Message Transfer Agent (MTA)
• 02Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions
• 03Good understanding of protocols - encryption-based Internet security protocol such as SSL, TLS and Communication protocol SMTP
• 04Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
• 05High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
• 06Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience
• 07Excellent written and verbal communication skills
• 08Excellence in task prioritization and evaluation of situational urgency

Условия

• 01Remote work in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)
• 02Shift work (12pm-9pm or 1pm-10pm IST)
• 03Rostering with 5-day work week, including weekend days
• 04Occasional travel for in-person meetings
• 05Competitive pay, generous time off, healthcare, retirement savings program, and other benefits