# Personalized Support Engineer

**Company**: Twilio
**Location**: Remote - India
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8213730?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c0bacb6d-dd5

## Description

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.

The Personalized Support Engineer (PSE) is a member of the Global Personalized support team supporting our top tier customers. They are responsible for handling a variety of Twilio products while also working and collaborating with the Technical Account Managers (TAMs.)

Responsibilities:

- 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, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs.

- Be ready to assist customers when they need us, which may require working an irregular shift, including weekends and holidays.

Qualifications:

- 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 search for the solutions our customers need.

Desired qualifications:

- 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

## Skills

### Required
- REST API
- cloud solutions
- Zendesk
- task prioritization
- time management
- troubleshooting

### Nice to have
- Twilio products
- JIRA
- Confluence
- Airtable
- network connectivity issues
- telecom
- SIP
- PBX

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8213730?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)