Personalized Support Engineer 3

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 various Twilio products and collaborate with Technical Account Managers (TAMs), advocating for their customers. This role requires working a shift (APAC 0630-1530 IST or EMEA 1300-2200 IST), 5 days a week, potentially including weekends. You will utilize strong technical and diplomatic skills to address customer issues and provide feedback to Twilio's Product and Engineering teams. The position demands excellent time management, prioritization skills, and a dedication to customer experience. Twilio values diverse experiences and encourages applications from individuals with alternative backgrounds.

Requirements

• 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

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)

Preferred Qualifications

• 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
• A retirement savings program