About this role
This is Twilio's email infrastructure support team, and it is a narrower role than the title suggests: the posting wants deep understanding of how email actually moves, including mail user agents, message transfer agents and SMTP. You would be the technical escalation point for EMEA customers, resolving problems with far reaching consequences and filing the reproducible bugs that reach product and engineering. Worth flagging clearly: this listing is tagged remote in India but the body says the role will be based in Twilio's India office, which contradicts the tag. The other Twilio role in today's edition states its remote terms explicitly, this one does not. Assume office based until they tell you otherwise, and ask on the first call. Rostering can include weekend days.
Who this is for
Asks for 3+ years overall experience with deep understanding of email infrastructure such as mail user agents and message transfer agents. Required: good knowledge of RESTful technology and prior API work with the ability to solve cloud issues; a good understanding of SSL and TLS as encryption based internet security protocols and of SMTP as a communication protocol; network connectivity troubleshooting including TCP and UDP; high competency explaining complex technical issues to technical and non technical audiences by phone and email; excellent written and verbal communication; and strong task prioritisation and judgement of situational urgency. Knowledge of POP3, IMAP and Telnet is called a huge plus.
Desired: advanced time management, working well under pressure, and building workflows that speed up troubleshooting while still following standard process.
Day to day: address customer issues and pass customer input back to product and engineering, work with customer and partner developers and architects on complex problems, collaborate over Slack and file JIRAs for reproducible bugs, and contribute to internal knowledge bases and external technical resources.
Location and shift reality: the board tags this Remote in India, but the description states the role reports to a manager and will be based in Twilio's India office. Shift timings for EMEA coverage are 12 PM to 9 PM or 1 PM to 10 PM IST. The role includes rostering on a five day week that may include one or both weekend days, in Monday to Friday, Tuesday to Saturday or Sunday to Thursday patterns.
Twilio states it uses AI in hiring but that people make the decisions. No interview stage list is published.
Fit note: this is specialist email infrastructure work. General support experience without the email protocol depth is unlikely to clear the bar.
Desired: advanced time management, working well under pressure, and building workflows that speed up troubleshooting while still following standard process.
Day to day: address customer issues and pass customer input back to product and engineering, work with customer and partner developers and architects on complex problems, collaborate over Slack and file JIRAs for reproducible bugs, and contribute to internal knowledge bases and external technical resources.
Location and shift reality: the board tags this Remote in India, but the description states the role reports to a manager and will be based in Twilio's India office. Shift timings for EMEA coverage are 12 PM to 9 PM or 1 PM to 10 PM IST. The role includes rostering on a five day week that may include one or both weekend days, in Monday to Friday, Tuesday to Saturday or Sunday to Thursday patterns.
Twilio states it uses AI in hiring but that people make the decisions. No interview stage list is published.
Fit note: this is specialist email infrastructure work. General support experience without the email protocol depth is unlikely to clear the bar.
Apply on company site
Opens job-boards.greenhouse.io, the employer's own application page. Applying is always free.