Personalized Support Engineer

Twilio
Karnataka, Telangana, Delhi, Tamil Nadu, Maharashtra
Workplace: RemoteFull timeFunction: Product ManagementExperience: 2+ yearsSkills: ["Technical and diplomatic communication","Prioritization","Time management","Customer advocacy","Cross-team collaboration","Workflow building","Troubleshooting"]

Join Twilio’s Global Personalized Support team to support top-tier customers across multiple Twilio products with 24x7x365 queue coverage. You’ll work closely with Technical Account Managers, resolve complex technical issues for customers and partners, prioritize rapidly shifting needs, and file JIRAs for reproducible bugs. The role includes shift work (EMEA 1300–2200 IST) and strong customer advocacy with excellent troubleshooting and workflow skills.

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FursaFursa
Twilio
Twilio
21 hours ago

Personalized Support Engineer

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Last checked: 3 hours agoStatus: Live

Job Summary

Join Twilio’s Global Personalized Support team to support top-tier customers across multiple Twilio products with 24x7x365 queue coverage. You’ll work closely with Technical Account Managers, resolve complex technical issues for customers and partners, prioritize rapidly shifting needs, and file JIRAs for reproducible bugs. The role includes shift work (EMEA 1300–2200 IST) and strong customer advocacy with excellent troubleshooting and workflow skills.
Location: Karnataka, Telangana, Delhi, Tamil Nadu, Maharashtra
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Handle customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
  • •Work with customers’ and partners’ developers, architects, and support personnel to resolve complex technical problems.
  • •Collaborate with teammates and file JIRAs for reproducible bugs.
  • •Prioritize customer needs under irregular shift requirements, including weekend/holiday coverage.
  • •Advocate for customers as part of the Global Personalized Support team, managing specializations and guarding the queue.
Travel: Low travel

Pay and Benefits

Perks:Paid LeaveParental LeaveWellness StipendHealth InsuranceRetirement Savings

Key Requirements

  • •Fluent in English (oral and written).
  • •2+ years in a client-facing technical role, including supporting REST APIs and troubleshooting cloud solutions.
  • •Experience supporting top-tier customers.
  • •Ability to support customers with SLAs of 3 hours or less using a ticket system such as Zendesk.
  • •Strong prioritization, time management, and workflow-building skills to improve troubleshooting efficiency.
Experience:2+ years
Skills:Technical and diplomatic communicationPrioritizationTime managementCustomer advocacyCross-team collaborationWorkflow buildingTroubleshooting
Languages:English
Tech Stack:REST APIZendeskJIRAConfluenceAirtableCloud solutionsNetwork connectivityPCAPsWiresharkSIPPBXMessaging

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn