Personalized Support Engineer 3
Offer summary
Qualifications:
Fluent in English, both oral and written., At least 4 years of experience in a client-facing technical role supporting REST APIs and cloud solutions., Proficiency in troubleshooting JavaScript, HTML, CSS, SQL, and scripting languages like Python or Node.js., Experience working with top-tier customers and managing service level agreements (SLAs) of 3 hours or less..Key responsibilities:
- Address customer issues using strong technical and diplomatic skills.
- Collaborate with developers, architects, and support personnel to resolve problems.
- Work with the product and engineering teams to report bugs and provide customer feedback.
- Support customers during irregular shifts, including weekends and holidays.
Job description
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 remotefirst 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.
Join the team as our next Personalized Support Engineer 3
- BE AN OWNER: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
- WEAR THE CUSTOMER SHOES: Work with our customers and partners developers, architects, and support personnel to resolve problems with potentially very costly and farreaching consequences.
- EMPOWER OTHERS: Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs.
- RUTHLESSLY PRIORITIZE: Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekendholidays (Shifts are subject to change based on evolving team and customer needs).
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- Fluent in English language (both oral and written)
- 4+ years’ experience in a clientfacing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions.
- Skills to troubleshoot Javascript, HTML, CSS, SQL, any Scripting Language (python, Node.js etc.) and Frontend Frameworks (AngularJS, React, etc.).
- 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.
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- 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 PCAPsusing Wireshark or messaging platform experience.
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Location
This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)
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. Thats 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 youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions.
Desired:
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
Required profile
Experience
Hard Skills
Other Skills
- Time Management
- Troubleshooting (Problem Solving)
- Teamwork
- Communication
- Problem Solving
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