Your responsibilities will include:

• Addressing customer issues and providing customer feedback to Twilio's Product and Engineering teams
• Assisting customers with complex problems with potentially very costly and far-reaching consequences
• Collaborating with teammates and the Twilio Product and Engineering teams via Slack and filing JIRAs to report reproducible bugs
• Reviewing and contributing to internal knowledge bases and external technical resources to stay current on industry shifts and standards

To be successful in this role, you will need:

• 3+ years experience with deep understanding of Email infrastructure such as Mail User Agent (MUA) & Message Transfer Agent (MTA)
• Good understanding of protocols, encryption-based Internet Security Protocol such as SSL, TLS & Communication Protocol such as SMTP
• Knowledge on Email protocols such as POP3 and IMAP and Client-Server protocol such as Telnet would be a HUGE plus
• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience
• Excellent written and verbal communication skills
• Excellence in task prioritization and evaluation of situational urgency

If you're interested in utilizing customer feedback to identify and drive improvements in our products, and have a passion for delivering exceptional customer experiences, we'd love to hear from you!

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