Personalized Support Engineer 2

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Overview of Twilio

Twilio is a leading communications platform that enables companies to engage with their customers through innovative solutions. At Twilio, the mission is to transform how we connect through technology — all from the comfort of home. This revolutionary way of shaping communications has empowered numerous businesses and developers globally, giving rise to personalized customer experiences.

Twilio emphasizes a remote-first culture, fostering inclusion and connection across various locales, allowing every employee, regardless of their physical location, to have a voice and contribute meaningfully. Their approach promotes a vibrant work atmosphere where collaboration leads to progress and improvement.

The Role of Personalized Support Engineer

Twilio is actively seeking a Personalized Support Engineer (PSE) to join their Global Personalized Support Team. This role is crucial, as it supports top-tier clientele in handling concerns primarily centered around the Phone Numbers product. The PSE will work closely with Technical Account Managers (TAMs) to advocate for customers' needs, ensuring effective resolutions while operating within established guidelines.

Key Responsibilities

• Ownership: You will need to demonstrate ownership by utilizing your technical and problem-solving skills to assist customers and relay feedback on customer experiences to the Product and Engineering teams at Twilio.
• Customer Advocacy: Being in this role means putting yourself in the customers' shoes, effectively collaborating with their developers and support teams to address potentially impactful problems.
• Collaboration: Collaborate closely with team members and ownership of communications back to the internal teams, such as filing reports on recurrent bugs through JIRA.
• Prioritization: You will be practicing effective time management, staying flexible to customer needs, and responding promptly to varying issues.

Work Schedule

The position requires shift work aligned with global time zones. This includes the following:

• APAC: 0630-1530 IST
• EMEA: 1300-2200 IST
• NAMER: 2230-0730 IST

Additionally, be prepared for a schedule that operates five days a week, which may include weekends or holidays based on business needs.

Required and Desired Skills

Essential Skills:

• Fluency in English (oral and written) for effective communication of technical issues.
• 2+ years of experience in a technical client-facing role, especially with REST APIs and cloud solutions.
• Proficient in problem resolution and dedication to enhancing customer satisfaction.
• Demonstrate strong teamwork capabilities while managing multiple tasks under pressure.
• Ability to articulate technical problems to diverse audiences including both technical and non-technical stakeholders.

Preferred Skills:

• Familiarity or prior interactive exposure to Twilio's products.
• Experience directly engaging with premier clientele.
• Familiarity with project management tools such as JIRA, Confluence, or Airtable.

Position Expectations

Understanding the job's demands and performance expectations is critical. The Personalized Support Engineer will function as a linchpin in the organization, directly impacting customer experience and satisfaction. The ideal candidate will have a strong sense of empathy for customers while being able to manage technical concepts efficiently.

Salary and Benefits

While the job posting does not specify a salary, Twilio provides competitive compensation along with generous time-off policies, wellness and healthcare benefits, and various retirement savings plans. Also, specific details regarding the benefits package may vary based on location. Working at Twilio also entails participating in initiatives that drive positive change within the community, promoting social responsibility amongst employees.

Conclusion

If you are a driven individual with a passion for customer service, technical troubleshooting, and contributing to a team that values innovation and collaboration, the role of Personalized Support Engineer at Twilio may be an excellent fit for you. Full ownership of your career trajectory and opportunities for growth are hallmarks of Twilio’s working environment. If this opportunity resonates with you, applying now could pave the way for a fulfilling career at Twilio. In case this position does not align with your aspirations, consider exploring other roles available within the company.

This job offer was originally published on himalayas.app