Personalized Support Engineer 2

📋 Description

• • Join Twilio as a Personalized Support Engineer 2 (PSE 2) and play a pivotal role in shaping the future of customer communications. As a remote-first company, Twilio empowers hundreds of thousands of businesses and millions of developers globally to create personalized customer experiences. You will be an integral part of a vibrant, diverse, and inclusive team, making a significant global impact from your home base in India.
• • The Global Personalized Support team is dedicated to providing exceptional 24x7x365 coverage for Twilio’s top-tier customers, with a specific focus on the Phone Numbers product. As a PSE 2, you will be a crucial advocate for our Technical Account Managers’ (TAMs’) customers, treating their challenges as your own and ensuring their success.
• • This role demands a proactive and technically adept individual who can manage specializations within the team and diligently guard the support queue, ensuring timely and effective resolution of issues. You will be working collaboratively with TAMs, leveraging your expertise to support their high-value clients.
• • The position requires flexibility and adaptability due to the shift-based nature of the work. You will be assigned to one of the following shifts: APAC (06:30-15:30 IST) or EMEA (13:00-22:00 IST). The work schedule is typically five days a week, which may include one or both weekend days (e.g., Tuesday-Saturday, Sunday-Thursday, Monday-Friday). These shifts are subject to change based on evolving team and customer needs, reflecting Twilio's dynamic operational environment.
• • Your core responsibility will be to utilize your strong technical acumen and diplomatic skills to address complex customer issues. You will act as a critical conduit, channeling valuable customer feedback directly to Twilio’s Product and Engineering teams, thereby influencing product development and improvements.
• • You will engage directly with developers, architects, and support personnel from our customers and partners. The problems you will tackle can have significant financial and operational consequences, requiring meticulous troubleshooting and a deep understanding of Twilio’s platform.
• • Collaboration is key. You will work closely with your fellow PSEs, as well as Twilio’s Product and Engineering teams. This includes actively participating in bug reporting by filing JIRA tickets for reproducible issues, ensuring that development teams have the necessary information to resolve underlying problems.
• • You must be prepared to be available and responsive when our customers need assistance, embodying Twilio’s commitment to exceptional customer service. This means being ready to jump in and provide support, even during irregular hours or holidays, as part of the global support coverage.
• • Your ability to thrive in a fast-paced environment is essential. You will consistently deliver accurate, high-quality work, demonstrating a keen attention to detail even when managing multiple priorities and high workloads.
• • Empathy and a strong commitment to enhancing the customer experience are paramount. You will need to understand customer frustrations, anticipate their needs, and go the extra mile to ensure their satisfaction and success with Twilio products.
• • Effective interaction and collaboration with other departments are crucial for finding comprehensive solutions for our customers. You will work cross-functionally with Engineering, Product Management, and Sales, and potentially with similar teams from partner organizations, to achieve optimal outcomes.
• • You will be expected to remain calm and effective under pressure, adeptly managing high workloads while excelling at prioritizing tasks and assessing the urgency of situations.
• • A proactive approach to understanding customer trends is vital. You will be responsible for documenting and reporting these trends to continuously improve our support processes and identify areas for product enhancement.
• • You will leverage customer feedback not only for issue resolution but also to identify and drive improvements in our products and customer interfaces, contributing to Twilio's ongoing innovation.
• • This role offers a unique opportunity to be at the forefront of communication technology, supporting businesses that are transforming how the world connects. Your work will directly contribute to Twilio's mission of building a more connected future.