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Personalized Support Engineer

New

Skills

Cloud Solutions Collaboration Customer Advocacy JIRA REST API Technical Support Telecom Knowledge Time Management Troubleshooting Zendesk

Twilio is seeking a Personalized Support Engineer (PSE) to join our Global Personalized support team, primarily focused on delivering top-tier support for our clients. This remote role involves collaborating closely with Technical Account Managers (TAMs) and other departments to resolve customer issues related to various Twilio products. As a PSE, you will provide 24x7x365 coverage and engage directly with customers to enhance their experience with our services.

Key Responsibilities
  • Utilize technical and diplomatic skills to address customer issues and provide feedback to Twilio’s Product and Engineering teams.
  • Work with customers' developers and architects to resolve critical problems.
  • Collaborate with the Product and Engineering teams to report and track bugs using JIRA.
  • Manage customer inquiries with a focus on urgent issues, potentially working irregular shifts including weekends.
Required Skills & Qualifications
  • Fluent in English (oral and written).
  • 2+ years in a client-facing technical role, with experience in REST API support.
  • Experience working with top-tier customers and service level agreements (SLAs).
  • Strong task prioritization and time management skills.
  • Ability to empathize with customers and a dedication to enhancing their experience.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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