Twilio
About this role
This is Twilio's Technical Support Engineer 2 seat on the Email infrastructure side, supporting customers who send email at scale through Twilio's platform (the SendGrid lineage). You act as the technical voice of Twilio to customers and partners, and as a subject matter expert on the APIs and SDKs. The work is deep troubleshooting: you reproduce complex, high stakes problems, trace them to root cause, file clean bug reports for engineering, and contribute to the knowledge base so the next person resolves it faster. It is remote within India but supports EMEA customers, so the shift runs roughly 12pm to 10pm IST on a five day roster that can include a weekend day. A good fit for someone who already has a few years of hands on support behind them and likes owning the hard tickets end to end.
Who this is for
What the posting asks for:
- Overall 3+ years of experience, with a deep understanding of email infrastructure and deliverability.
- Strong technical troubleshooting plus the diplomacy to handle customers whose issues carry costly, far reaching consequences.
- Ability to read APIs and SDKs well enough to act as a subject matter expert.
- Comfort filing reproducible bug reports (JIRA) and collaborating with product and engineering over Slack.
The day to day: you resolve customer issues over the support channel, feed customer signal back to product and engineering, work with developers and architects on complex problems, and contribute to internal and external documentation.
Location and hours: remote within India, supporting EMEA. Current shift is 12pm to 9pm or 1pm to 10pm IST, on a five day roster (Mon to Fri, Tue to Sat, or Sun to Thu) that can include weekend days. Confirm the shift before applying.
Honest read: a remote, mid level support engineering role for someone who already knows email or messaging infrastructure. The shift timing is the real trade off, so weigh it honestly.
- Overall 3+ years of experience, with a deep understanding of email infrastructure and deliverability.
- Strong technical troubleshooting plus the diplomacy to handle customers whose issues carry costly, far reaching consequences.
- Ability to read APIs and SDKs well enough to act as a subject matter expert.
- Comfort filing reproducible bug reports (JIRA) and collaborating with product and engineering over Slack.
The day to day: you resolve customer issues over the support channel, feed customer signal back to product and engineering, work with developers and architects on complex problems, and contribute to internal and external documentation.
Location and hours: remote within India, supporting EMEA. Current shift is 12pm to 9pm or 1pm to 10pm IST, on a five day roster (Mon to Fri, Tue to Sat, or Sun to Thu) that can include weekend days. Confirm the shift before applying.
Honest read: a remote, mid level support engineering role for someone who already knows email or messaging infrastructure. The shift timing is the real trade off, so weigh it honestly.
Apply on company site
Opens job-boards.greenhouse.io, the employer's own application page. Applying is always free.