Personalized Support Engineer @Twilio

Overview

The Personalized Support Engineer (PSE) is part of the Global Personalized support team at Twilio, focused on supporting top tier customers. This role involves managing Twilio products and collaborating with Technical Account Managers to advocate for customers while providing 24/7 support.

Key Responsibilities

• Address customer issues using technical and diplomatic skills, providing feedback to Twilio’s Product and Engineering teams.
• Work with customers' developers, architects, and support personnel to resolve issues with significant consequences.
• Collaborate with teammates and other departments in pursuit of customer solutions.
• Assist customers promptly, potentially including weekend and holiday shifts.

Requirements

• Fluent in English (oral and written).
• 2+ years in a client-facing technical role, preferably with REST API support and cloud solutions.
• Experience working with top tier customers and service level agreements (SLAs) of 3 hours or less, utilizing ticket systems like Zendesk.
• Strong skills in task prioritization, time management, and troubleshooting.
• Willingness to represent the customer's perspective.

Benefits

Twilio offers competitive pay, generous time off, wellness leave, healthcare, retirement savings, and more. Specific offerings depend on location.

Location

This is a remote position based in India, including states such as Karnataka, Telangana, Delhi, Tamil Nadu, and Maharashtra.

How to Apply