Personalized Support Engineer

About this job

As a Personalized Support Engineer at Twilio, you will join the Global Personalized support team to help shape the future of communications for top-tier customers. Twilio is a remote-first company empowering businesses and developers worldwide to craft personalized customer experiences. In this role, you will handle various Twilio products and collaborate closely with Technical Account Managers to advocate for customers and protect the support queue. A normal day involves working in assigned shifts, which include EMEA hours from 1300 to 1200 IST across five days a week with potential weekend coverage. You will use your technical and diplomatic skills to address customer issues, resolve problems with far-reaching consequences, file JIRAs for bugs, and provide feedback directly to Twilio's Product and Engineering teams.

Responsibilities

• Address customer issues and relay feedback to product and engineering teams using technical and diplomatic skills.
• Collaborate with developers, architects, and support personnel to solve problems for top-tier customers.
• Work with teammates and product teams to file JIRAs for reproducible bugs.
• Manage specializations, guard the queue, and provide 24x7x365 coverage.
• Prioritize tasks effectively to assist customers during irregular shifts, including weekends and holidays.
• Advocate for Technical Account Managers' customers as your own.

Requirements

• Fluent in English language, both oral and written.
• Minimum 2 years of experience in a client-facing technical role, preferably supporting REST APIs and troubleshooting cloud solutions.
• Experience working with top-tier customers.
• Experience supporting customers with service level agreements of 3 hours or less using ticketing systems like Zendesk.
• Excellence in task prioritization and evaluation of situational urgency.
• Advanced time management skills and proficiency in developing efficient troubleshooting workflows.
• Demonstrated dedication to customer experience and empathy for the customer.
• Enthusiasm for collaborating with other departments to find customer solutions.

Good 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 experience including carrier, SIP, PBX, reviewing PCAPs, using Wireshark, or messaging platforms.

Who should apply

This role suits professionals with at least two years of client-facing technical support experience who excel at managing urgent issues under strict service level agreements. Candidates must be comfortable working in flexible shifts, including weekends, and possess strong English communication skills. If you enjoy collaborating across teams, advocating for high-tier clients, and troubleshooting cloud solutions, this position is a great fit.

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