Personalized Support Engineer

Twilio·Remote - IndiaRemotemid

In short

→Ingeniero de soporte técnico para clientes clave, resolviendo problemas complejos con APIs REST.
→Trabajo en turnos 24/7 (EMEA 1300-2200 IST), incluyendo fines de semana y festivos.
→Se prioriza el enfoque en el cliente y la colaboración con equipes técnicas y de producto.

Fluent in English (both oral and written)

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What they ask for

✓2+ años en rol técnico con clientes
✓Inglés fluido (oral y escrito)
✓Experiencia en soporte de APIs REST
✓Capacidad para resolver problemas con impacto crítico
✓Disponibilidad para turnos irregulares, incluyendo fines de semana
✓Habilidad para trabajar en equipo y comunicar feedback técnico

Don't tick every box? That's normal — your free dossier shows your gaps and how to cover them in the interview.

Twilio productsREST APIsJIRAsTechnical Account Managers (TAProduct teamsEngineering teamsRemote-firstAI in hiringGlobal Personalized support te24x7x365 coverage

Who should you write to at Twilio?

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Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as our next Personalized Support Engineer About the job The Personalized Support Engineer (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. This position requires working in a shift, EMEA - 1300-2200 IST. We work 5 days a week, and could include one or both weekend days. (Tue-Sat, Sun-Thur, Mon-Fri etc) Responsibilities 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). Qualifications 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) • 2+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot iss

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