技术支持工程师 2（邮件支持，亚太区）
Technical Support Engineer 2 (Email, APAC)
**我们是谁**
在Twilio，我们正在塑造通信的未来，一切都在家中的舒适环境中进行。我们为[数十万家企业](https://customers.twilio.com/)提供创新解决方案，并赋能全球数百万开发者打造个性化的客户体验。
我们致力于[以远程为主的工作模式](https://www.twilio.com/en-us/blog/open-work)，并拥有强烈的连接和全球包容文化，这意味着无论你身处何地，你都是一个充满活力的团队的一员，每天用多样化的经验带来全球影响。随着我们继续革新世界互动的方式，我们不断学习新技能和经验，让工作真正令人满意。你的职业发展掌握在你自己手中。
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**招聘与我们的工作方式**
我们使用人工智能（AI）来帮助提高招聘效率。但请注意，每个招聘决定都由真实的Twilions做出！
此外，虽然我们是一家以远程为主的公司，但你可能会被要求不定期地亲自到场参加团队聚会、部门会议或客户会议。
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**在Twilio看到自己**
加入我们，成为Twilio的下一位 **技术支持工程师 2（电子邮件，亚太区）**。
**职位简介**
这个职位需要你加入支持团队，为电子邮件平台的用户提供出色的技术支持。换位思考是我们公司的核心价值观之一，而卓越的支持正是我们的客户所期待并喜爱的Twilio特色。如果你是一个技术娴熟的人，喜欢指导他人并提升标准，同时具备以客户为中心的理念和出色的沟通能力，请继续阅读！
此职位向技术支持经理汇报。该职位需要轮班工作。目前为亚太区客户提供支持的轮班时间是早上5:30到下午2:30以及早上6:30到下午3:30 IST。
该职位还包括排班。排班为5天工作制，可能包括一个或两个周末（周一至周五，周二至周六或周日到周四）。
**职责**
在这个职位上，你将：
- 换位思考：运用你强大的技术和外交技巧解决客户问题，并将客户反馈传达给Twilio的产品和工程团队。
- 在客户需要时随时准备协助他们。该职位可能需要轮班工作，包括周末（班次会根据团队和客户需求的变化而调整）。
- 保持包容：与我们的客户及合作伙伴紧密合作，确保每个人都能得到支持。
查看英文原文
**Who we are**
At 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](https://customers.twilio.com/) and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to [remote-first work](https://www.twilio.com/en-us/blog/open-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.
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**Hiring and how we work**
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
Also, 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.
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**See yourself at Twilio**
Join the team as Twilio’s next **Technical Support Engineer 2 (Email, APAC)**.
**About the job**
This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company and excellent support is what our customers have come to expect and love about Twilio. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading!
This role reports to a Manager, Technical Support. This position requires working in a shift. The current shift timings for shift based roles supporting our APAC customers is 5.30AM to 2.30PM and 6.30AM to 3.30PM IST.
This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days. (Mon-Fri, Tue-Sat or Sun-Thu).
**Responsibilities**
In this role, you’ll:
- WEAR THE CUSTOMER’S SHOES: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
- Be 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).
- BE INCLUSIVE: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
- BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
- WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.
**Qualifications**
Twilio 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!
***Required:**
- 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 both technical and non-technical audiences via phone and email.
- Customer-first mindset with a demonstrated commitment to delivering an exceptional customer experience.
- Excellent written and verbal communication skills.
- Strong ability to prioritize tasks, assess business impact, and respond with appropriate urgency.
- Demonstrated accountability by taking ownership of customer issues and driving them to resolution.
- Self-motivated with the ability to work independently and proactively without requiring constant supervision.
- Strong focus on execution, with the ability to prioritize and complete key objectives before taking on new initiatives.
- Leverage Twilio's AI tools and other automations to assist and efficiently communicate with customers
- 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)
**Desired:**
- Advanced 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.
- Ability to influence and build effective working relationships with all levels of the organization.
- Interest in utilizing customer feedback to identify and drive improvements in our products.
- Basic understanding of Curl command, Webhook.
- Basic SQL knowledge to query data from snowflake
- Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing), Postman or other APIs client, Zendesk.
**Location**
This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)
**Travel**
We 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.
**What We Offer**
Working 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.
**Twilio thinks big. Do you?**
We 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](https://www.twilio.com/company/values). Additionally, we empower employees to build [positive change in their communities](https://twilio.org/support-and-resources/impact-fund) by supporting their volunteering and donation efforts.
So, 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.](https://www.twilio.com/company/jobs#open-positions)
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**Stay alert to recruitment fraud**
We 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](http://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.
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**Twilio 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.