T
Personalized Support Engineer
Contract type
Ongoing
Work mode
Remote · India
Experience
Mid-level · 2+ years
Job description
A Personalized Support Engineer on Twilio's Global Personalized support team supports top tier customers across a variety of Twilio products, collaborating with Technical Account Managers and providing 24x7x365 coverage.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · India
- Languages
- English – fluent
What you'll do
- Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams
- Work with customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences
- Collaborate with teammates and the Twilio Product and Engineering teams, including filing JIRAs to report reproducible bugs
- Be ready to assist customers when they need us, possibly working an irregular shift including weekends/holidays
What we're looking for
- 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 our customers need
Nice to have
- 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
Your team
Global Personalized support team
Supports top tier customers, advocates for TAMs' customers, manages specializations and guards the queue with 24x7x365 coverage
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
Apply
About Twilio
Shaping the future of communications
Twilio delivers innovative solutions to hundreds of thousands of businesses and empowers millions of developers worldwide to craft personalized customer experiences. It is a remote-first company with a strong culture of connection and global inclusion.
Key facts
- Communications technology
- Remote-first company
- May ask employees to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings
- Uses AI to help make its hiring process efficient, but every hiring decision is made by real Twilions
- Values called Twilio Magic
- Supports employee volunteering and donation efforts
What they value
- Twilio Magic