Personalized Support Engineer

Hiring and how we work

See yourself at Twilio

Join the team as our next Personalized Support Engineer

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.) The Global PSE team advocates for our TAMs’ customers as if they are their own while providing 24x7x365 coverage, managing specializations and guarding the queue.

This position requires working in a shift, EMEA - 1300-2200 IST. We work 5 days a week, and could include one or both weekend days. (Tue-Sat, Sun-Thur, Mon-Fri etc)

In this role, you’ll:

• 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 far-reaching 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 weekend/holidays (Shifts are subject to change based on evolving team and customer needs).

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 hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

…