# Personalized Support Expert 2

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

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/7906081?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c84ba13a-4de

## 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.

Join the team as our next Personalized Support Expert 2.

The Personalized Support Expert (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 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. This position may require working an irregular shift, including the weekend/holidays (Shifts are subject to change based on evolving team and customer needs).

Qualifications:

- Fluent in English language (both oral and written)

- 3+ 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.

Desired:

- 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
- Fluent in English language
- REST API
- Cloud solutions
- Zendesk
- Task prioritization
- Time management
- Troubleshooting network connectivity issues
- Telecom (Carrier, SIP, PBX)
- Messaging platform experience

### Nice to have
- JIRA
- Confluence
- Airtable
- Project tools
- Previous exposure or knowledge of Twilio products

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/7906081?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)