Twilio
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.
telecommunications • API • cloud communications • SaaS • telephony
5001 - 10000 employees
Personalized Support Engineer
March 20
Twilio
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.
telecommunications • API • cloud communications • SaaS • telephony
5001 - 10000 employees
📋 Description
• See yourself at Twilio. • Join the team as our next Personalized Support Engineer. • Twilio powers real-time business communications and data solutions. • The Personalized Support Engineer (PSE) is a member of the Global Personalized support team. • They are responsible for handling a variety of Twilio products while also working with Technical Account Managers. • This position requires working in a shift, APAC 0630-1530 IST and EMEA - 1300-2200 IST. • Responsibilities include using technical skills to address customer issues and provide feedback to Product and Engineering teams. • Work with customers' developers and support personnel to resolve problems with potentially costly consequences. • Collaborate with teammates and file JIRAs to report reproducible bugs. • Be available to assist customers when needed, which may require working irregular shifts, including weekends/holidays.
🎯 Requirements
• Fluent in English language (both oral and written) • 4+ 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.
🏖️ Benefits
• competitive pay • generous time-off • ample parental and wellness leave • healthcare • a retirement savings program • much more
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