Personalized Support Expert 3

Summary

Join Twilio as our next Personalized Support Expert 3 and become a member of the Global Personalized support team, supporting our top-tier customers. You will handle a variety of Twilio products and collaborate with Technical Account Managers (TAMs), advocating for their customers. Responsibilities include addressing customer issues, working with developers and architects to resolve problems, collaborating with teammates and engineering teams, and prioritizing tasks to assist customers. The role requires fluency in English, 3+ years of client-facing technical experience, experience with top-tier customers and SLAs, and advanced time management skills. Desired qualifications include previous exposure to Twilio products and experience with specific project tools. This remote role is based in Colombia and offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• Be fluent in English language (both oral and written)
• Have 3+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions
• Have experience working with top tier customers
• Support customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk
• Demonstrate excellence in task prioritization and evaluation of situational urgency
• Possess advanced time management skills and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures
• Have the ability to stand in the customer’s shoes and demonstrated dedication to the customer experience
• Demonstrate 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

• Have previous exposure or knowledge of Twilio products
• Have experience working with JIRA, Confluence, Airtable and other project tools
• Be skilled in troubleshooting network connectivity issues
• Have 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