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Personalized Support Engineer
@Twilio
[Hiring] Personalized Support Engineer @Twilio
Mar 23, 2025 - Twilio is hiring a remote Personalized Support Engineer. đź’¸ Salary: unspecified. đź“ŤLocation: India.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Personalized Support Engineer (PSE) is a member of the Global Personalized support team supporting our top tier customers. They are responsible for handling a variety of Twilio products while also working and collaborating with the Technical Account Managers (TAMs).
- Advocate for our TAMs’ customers as if they are their own while providing 24x7x365 coverage.
- Manage specializations and guard the queue.
- This position requires working in a shift, APAC 0630-1530 IST and EMEA - 1300-2200 IST.
- Work 5 days a week, which could include one or both weekend days (Tue-Sat, Sun-Thur, Mon-Fri etc).
In this role, you will:
- 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.
- 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.
Benefits
- Competitive pay
- Generous time-off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- And much more (Offerings vary by location)
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| đź“Ť | Be aware of the location restriction for this remote position: India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
India
|
|
Job Type
full-time
|
Posted
Mar 23, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
