• Manage customer communication and expectations. • Provide phone, email, and chat support to assigned accounts. • Provide troubleshooting and debugging of customer problems. • Act as the customer liaison to Engineering, Sales, and Field Engineer teams. • Transition product issues to Tier 3 Support, Engineering, and product enhancements to Product Management, tracking status to the customer regularly. • Escalate critical issues and roadblocks to the Technical Support Manager. • Be a part of the on-call rotation for the assigned product team.

Role Description We are looking for a highly skilled Senior Technical Support Engineer to serve as the ultimate escalation point for our clients' technical issues. In this role, you will focus entirely on ensuring the seamless agent deployment, functionality efficiency, and health of our Platform. You will troubleshoot complex system environments, lead agent installations, and conduct client training sessions. - Advanced Technical Troubleshooting: Act as the Tier 2/Escalation point for complex technical issues, diagnosing and resolving deep-rooted system, network, and software problems for our clients. - Agent Installation & Management: Guide clients through, and directly execute, the deployment and configuration of software agents (e.g., EDR, monitoring tools) across diverse enterprise environments (Windows, Linux, Kubernetes, etc.). - Client Training & Onboarding: Design and deliver comprehensive technical training sessions to ensure clients are fully equipped to utilize and maintain our solutions. - Escalation & Communication Management: Lead communications with key client stakeholders (including technical Champions) during high-priority technical roadblocks, translating complex issues into clear, actionable updates. - Knowledge & Process Improvement: Author detailed Knowledge Base (KB) articles and standard operating procedures (SOPs) to streamline future installations and troubleshooting steps. - Team Mentorship: Coach and guide junior support staff on advanced troubleshooting techniques and client management. Qualifications - 5+ years in enterprise technical support, field engineering, or a highly technical, customer-facing B2B SaaS role. - Strong skills in managing and fixing major enterprise operating systems, especially Windows, Linux, and macOS. - Strong understanding of public cloud platforms (AWS, Azure, or GCP) to support and fix software setups in cloud and hybrid environments. - Strong understanding of network setups and protocols, including TCP/IP, DNS, ICMP, and Firewalls, with the ability to use network tools to fix connectivity and installation blocks. - Skilled in PowerShell and Shell scripting (Bash) to automate troubleshooting and handle large-scale software deployments. - Good general understanding of cybersecurity products (like EDR, SIEM, or XDR) only from an installation, system compatibility, and setup standpoint. - Great ability to break down deployment failures, read complex log files, and copy complex client environments in a test lab. - Strong verbal and written communication skills, with the professionalism needed to deliver training and lead important talks during onsite client visits. Benefits - 💰 Competitive Package – Salary + equity options + saving plan - 🧘 Flexible & Remote – Work from anywhere with an outcomes-first culture - 🤝 Team of Experts – Work with designers, engineers, and security pros solving real-world problems - 🚀 Growth-Focused – Your ideas ship, your voice counts, your growth matters - 🌍 Global Impact – Build products that protect critical systems and data

Title: Technical Support Engineer 2 Location: Remote - India Category: Customer Support Job Description: 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 and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first 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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! See yourself at Twilio Join the team as our next Technical Support Engineer 2 (Email Infra) - EMEA. About the job This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs. This role reports to a Manager, Technical Support and will be based in our India office. This position requires working in a shift. The current shift timings for shift based roles supporting our EMEA customers is 12pm-9pm or 1pm-10pm 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: - 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). - Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences. - Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. - 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: - Overall 3+ years experience, with deep understanding of Email infrastructure such as Mail User Agent(MUA) Message Transfer Agent (MTA) - Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions. - Good understanding of protocols - encryption-based Internet security protocol such as SSL, TLS and Communication protocol SMTP. Bonus: Knowledge on Email protocols POP3 and IMAP and Client- Server protocol such as Tenet would be a HUGE plus. - Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. - 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. 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 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. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. 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.

Role Description We’re looking for a Technical Support Engineer with Tier 3 experience to join our global team. In this role, you’ll work directly with enterprise customers to resolve their most critical technical issues, ensure successful adoption of Apiiro and act as a trusted technical advisor. - Own complex cases end-to-end and collaborate closely with R&D and product teams. - Engage directly with customers, giving you greater impact, visibility and ownership while helping shape the success of their implementations. Qualifications - 3+ years in technical or product support, ideally for SaaS, AppSec or DevOps platforms. - Tier 3-level troubleshooting skills across: - Source control systems (GitHub, GitLab, Bitbucket) - APIs (REST/GraphQL, authentication, integrations) - Cloud platforms (AWS and GCP required; Azure a plus) - Monitoring & observability tools (Grafana or similar) - Operating systems (Linux/Windows) - Containers & orchestration (Docker, Kubernetes) - CI/CD pipelines (Jenkins, GitHub Actions, GitLab, Azure DevOps) - Databases (PostgreSQL/MySQL) - Scripting skills (Python, Bash, or PowerShell) for diagnostics and automation. - Excellent customer communication skills: able to explain complex technical issues in plain language. - Self-motivated, comfortable in a remote-first environment and able to collaborate across time zones. Requirements - Serve as the primary technical contact for enterprise customers, owning issues from first report to resolution. - Troubleshoot complex challenges across cloud environments, CI/CD pipelines, SCMs, APIs and integrations. - Investigate and resolve issues in source control management (SCM) platforms such as GitHub, GitLab and Bitbucket. - Work with Grafana dashboards and monitoring tools to diagnose system and integration problems. - Partner with R&D to diagnose product issues, drive fixes and provide feedback for platform improvements. - Provide clear, proactive communication with customers, managing expectations during high-impact issues. - Share knowledge through documentation, runbooks and training sessions to empower customers and teammates. - Advocate for customers internally, ensuring their needs influence product priorities and enhancements. Benefits - If you're ready to join a team that's dedicated to transforming the future of app security, we’d love to hear from you. - Apply now and let’s build the next generation of secure software together!