Personalized Support Engineer

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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See yourself at Twilio

Join the team as our next Personalized Support Engineer

About the job

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.) 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.

This position requires working in a shift, EMEA - 1300-2200 IST. We work 5 days a week, and could include one or both weekend days. (Tue-Sat, Sun-Thur, Mon-Fri etc)

Responsibilities

In this role, you’ll:

• 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

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• Fluent in English language (both oral and written)

• 2+ 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 o...