Personalized Support Engineer

2 hours, 35 minutes ago
Full-time
Junior
Customer and Technical Support
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008

Description

  • Resolve complex customer issues involving Twilio products, cloud solutions, and REST APIs.
  • Collaborate with customers’ and partners’ developers, architects, and support teams.
  • Provide customer feedback to Product and Engineering teams and file reproducible bugs in JIRA.
  • Prioritize cases based on urgency, customer impact, and service-level requirements.
  • Manage support queues and provide coverage during assigned shifts, including weekends and holidays.
  • Develop efficient troubleshooting workflows while following established processes.
  • Collaborate with Technical Account Managers and internal departments to advocate for customers.
  • Occasionally travel for customer, project, or team meetings.

Requirements

  • Fluent written and spoken English.
  • 2+ years of experience in a client-facing technical support role.
  • Experience supporting REST APIs and troubleshooting cloud solutions.
  • Experience working with top-tier customers and SLAs of three hours or less.
  • Experience using ticketing systems such as Zendesk.
  • Strong prioritization, situational judgment, and time-management skills.
  • Customer-focused approach with strong collaboration and diplomatic communication skills.
  • Availability for the EMEA 13:00–22:00 IST shift, five days per week, potentially including weekends and holidays.
  • Twilio product knowledge (preferred).
  • Experience with JIRA, Confluence, Airtable, network troubleshooting, telecom technologies, PCAPs, Wireshark, or messaging platforms (preferred).

Benefits

  • Remote-first work arrangement based in eligible Indian states.
  • Competitive pay.
  • Generous paid time off.
  • Parental and wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Support for employee volunteering and donations.

Interested in this position?

Apply directly on the company website

Apply Now

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