Personalized Support Engineer 2

Summary

Join Twilio as a Personalized Support Engineer and become a member of the Global Personalized support team, supporting top-tier customers. You will handle Phone Numbers products, collaborate with Technical Account Managers (TAMs), and advocate for customer needs. This role requires working a shift (APAC, EMEA, or NAMER) and providing 24x7x365 coverage. Responsibilities include addressing customer issues, collaborating with teams, prioritizing tasks, and improving support processes. The position requires fluency in English, client-facing technical experience, strong problem-solving skills, and the ability to work effectively under pressure. Twilio values diverse experiences and encourages applications from individuals with varied backgrounds.

Requirements

• Be fluent in English language (both oral and written) to communicate technical issues to both technical and non-technical audiences via phone or email mediums
• Have 2+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions
• Be a proficient problem solver and troubleshooter with good time management skills
• Thrive in a fast-paced environment while consistently delivering accurate, high-quality work with strong attention to detail
• Have the ability to empathize with customers and show a strong commitment to enhancing their experience
• Be strong at interacting and collaborating with other departments while searching for the solutions our customers need
• Have the ability to remain calm and effective under pressure, managing high workloads while excelling at prioritizing tasks and assessing situational urgency

Responsibilities

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams
• Work with our customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences
• Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs
• 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)
• Demonstrate desire to understand customer trends, and document and report those trends to continue to improve our support process
• Collaborate effectively across functions with Engineering, Product Management, and Sales, and sometimes with similar cross functional teams from partner organizations
• Leverages customer feedback to identify and drive improvements in our products and customer interfaces

Preferred Qualifications

• Have previous exposure or knowledge of Twilio products
• Have experience working with top tier customers
• Have experience working with JIRA, Confluence, Airtable and other project tools

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program