Personalized Support Engineer 2 at Twilio

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.

We use Artificial Intelligence (AI) to help make our hiring process efficient, fair, and transparent, but automation never makes the final call. Every hiring decision is made by real Twilions, ensuring a human touch at every step.

See yourself at Twilio

Join the team as Twilio’s next Personalized Support Engineer 2.

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 Phone Numbers product 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, APAC 0630-1530 IST, 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:

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.

Work an irregular shift, including the weekend/holidays (Shifts are subject to change based on evolving team and customer needs)

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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) to communicate technical issues to both technical and non-technical audiences via phone or email mediums.

2+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions.

Proficient problem solver and troubleshooter with good time management skills.

Thrives in a fast-paced environment while consistently delivering accurate, high-quality work with strong attention to detail.

Ability to empathize with customers and show a strong commitment to enhancing their experience.

Strong at interacting and collaborating with other departments while searching for the solutions our customers need.

Ability to remain calm and effective under pressure, managing high workloads while excelling at prioritizing tasks and assessing situational urgency.

Demonstrate desire to understand customer trends, and document and report those trends to continue to improve our support process.

Collaborate effectively across functions with Engineering, Product Management, and Sales, and sometimes with similar cross functional teams from partner organizations.

Leverages customer feedback to identify and drive improvements in our products and customer interfaces.

Desired:

Previous exposure or knowledge of Twilio products.

Experience working with top tier customers.

Experience working with JIRA, Confluence, Airtable and other project tools.

Prior telecom or messaging platform experience.

Location

This role will be Remote, and based in India (either Karnataka, Maharashtra, Telangana, Tamil Nadu or New Delhi)

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Personalized Support Engineer 2

Job Description