Personalized Support Expert

Join the team as our next Personalized Support Expert!

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

The Personalized Support Expert (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.

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!

Required:

• Fluent in English language (both oral and written)
• 3+ 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.

Desired:

• 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 PCAPs/using Wireshark or messaging platform experience.

Location 

This role will be

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's 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 you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role may be eligible to participate in Twilio’s equity plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.