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[Hiring] Personalized Support Expert 3 @Twilio
Mar 24, 2025 - Twilio is hiring a remote Personalized Support Expert 3. đź’¸ Salary: unspecified. đź“ŤLocation: Colombia.
Role Description
The Personalized Support Expert (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). 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)
- 3+ 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.
Location
This role will be based remotely in Colombia.
Benefits
There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a 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: Colombia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
đź’¸
unspecified
|
Remote
Location
Colombia
|
|
Job Type
unspecified
|
Posted
Mar 24, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: Colombia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
