Personalized Support Expert 3

📋 Description

• • The Personalized Support Expert 3 role at Twilio is a critical technical support position focused on delivering high-touch, 24x7x365 support to top-tier enterprise customers using Twilio’s Communications and Segment platforms. This role directly impacts customer satisfaction, product reliability, and long-term retention by acting as a trusted technical advocate who bridges customer needs with internal product and engineering teams.
• • Day-to-day responsibilities include owning complex technical issues from initial triage through resolution, working closely with customer developers, architects, and support teams to diagnose and resolve problems with significant business impact; collaborating with Twilio’s Product and Engineering teams to file reproducible bug reports via JIRA and advocate for product improvements based on customer feedback; prioritizing and managing high-priority tickets under strict SLAs (3 hours or less) using ticketing systems like Zendesk, often requiring flexible or irregular shifts including weekends and holidays; empowering teammates through knowledge sharing, workflow optimization, and cross-functional collaboration to improve troubleshooting efficiency and team performance; and continuously developing technical expertise in REST APIs, JavaScript, HTML, CSS, SQL, scripting languages (Python, Node.js), and frontend frameworks (React, AngularJS) while gaining exposure to telecom concepts like SIP, PBX, and network diagnostics using tools such as Wireshark and PCAP analysis.
• • The Global Personalized Support team operates as a specialized, high-performing unit within Twilio’s broader Customer Success organization, dedicated to serving the company’s most strategic clients. This team works in close partnership with Technical Account Managers (TAMs), acting as an extension of the TAM’s support function by providing deep technical expertise and rapid response capabilities. Twilio’s remote-first culture ensures that employees in Colombia are fully integrated into a global, inclusive team where diverse perspectives are valued and career growth is driven by impact, not geography. The company’s commitment to innovation, inclusion, and employee empowerment means that every PSE has the opportunity to shape not only customer outcomes but also internal processes and product direction.
• • In this role, you will develop advanced technical troubleshooting skills across cloud-based communications platforms, gain deep experience in enterprise customer support with SLAs, and become proficient in incident management, cross-functional collaboration, and technical advocacy. You’ll build expertise in translating complex technical issues into actionable product feedback, positioning yourself as a bridge between customers and engineering — a skill set highly valued in technical account management, solutions engineering, or customer success leadership roles. Over time, you’ll have the opportunity to specialize further in areas like Segment CDP, telecom protocols, or AI-driven support tools, while cultivating leadership potential through mentoring peers, improving team workflows, and contributing to Twilio’s culture of continuous improvement and ‘Twilio Magic’ — the company’s values-driven approach to innovation, ownership, and customer obsession.