Personalized Support Engineer

At Twilio, the team dedicated to personalized support handles complex customer issues related to their cloud communication products. The role involves working closely with top-tier clients, troubleshooting technical problems, and collaborating with product and engineering teams to improve service quality. The support engineers are expected to manage their workload efficiently, prioritize urgent cases, and communicate effectively in English from a remote location within India.

Daily responsibilities include resolving customer tickets, providing feedback to product teams, and maintaining high service levels, often working in shifts that may include weekends or holidays. Candidates should have at least two years of client-facing technical experience, especially with REST APIs and cloud solutions, and be skilled in troubleshooting network issues and using project tools like JIRA. The role offers flexibility to work remotely and requires strong customer empathy and technical acumen.

This position is suitable for individuals who thrive in a dynamic, remote environment and are eager to support innovative communication solutions. The company values diverse backgrounds and encourages applicants with varied experiences, including those new to the field. The role provides opportunities for travel and professional growth, with a focus on delivering exceptional customer service and continuous improvement in a global, inclusive culture.