[Hiring] Personalized Support Expert 3 @Twilio

Role Description

The Personalized Support Engineer (PSE) is a member of the Global Personalized support team supporting our top tier Personalized customers. They are responsible for handling a variety of Twilio products from Comms and Segment while also working and collaborating with the Technical Account Managers (TAMs.) The Global PSE team advocates for our TAMs’ customers as if they are their own while providing 24x7x365 coverage, managing specializations and guarding the queue.

• BE AN OWNER: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• WEAR THE CUSTOMER SHOES: Work with our customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences.
• EMPOWER OTHERS: Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs.
• RUTHLESSLY PRIORITIZE: Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend/holidays (Shifts are subject to change based on evolving team and customer needs).

Qualifications

• Fluent in English language (both oral and written)
• 4+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions.
• Skills to troubleshoot Javascript, HTML, CSS, SQL, any Scripting Language (python, Node.js etc.) and Frontend Frameworks (AngularJS, React, etc.).
• Experience working with top tier customers.
• Supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk.
• Excellence in task prioritization and evaluation of situational urgency.
• Advanced time management skills and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.

Requirements

• Previous exposure or knowledge of Twilio products
• Experience working with JIRA, Confluence, Airtable and other project tools.
• Skilled in troubleshooting network connectivity issues
• Prior telecom (Carrier, SIP, PBX) including reviewing PCAPs/using Wireshark or messaging platform experience.

Location

This role will be remote, and based in Colombia.

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.

Benefits

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.