Twilio
PersonalizedSupportExpert2
Neural analysis suggests this role is
optimal for Mid candidates.
“Personalized Support Expert 2 at Twilio. Skills: Personalized Support, Technical Support, Customer Service, Problem Solving. handling a variety of Twilio products. advocates for TAMs’ customers”
What You'll Achieve.
resolve problems with potentially very costly and far-reaching consequences; increase troubleshooting efficiency
Industry & Context.
understand and troubleshoot issues with cloud solutions; troubleshooting network connectivity issues
working an irregular shift, including the weekend/holidays, travel occasionally to participate in project or team in-person meetings
What They're Looking For.
Must Have
Fluent in English language (both oral and written), 3+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions, Experience working with top tier customers, Supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk, Excellence in task prioritization and evaluation of situational urgency, Advanced time management skills and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures, Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience, Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need
Nice to Have
Previous exposure or knowledge of Twilio products, Experience working with JIRA, Confluence, Airtable and other project tools, Skilled in troubleshooting network connectivity issues, Prior telecom (Carrier, SIP, PBX) including reviewing PCAPs/using Wireshark or messaging platform experience
What You'll Do.
handling a variety of Twilio products
advocates for TAMs’ customers
providing 24x7x365 coverage
managing specializations
address customer issues
provide customer feedback to Twilio’s Product and Engineering teams
resolve problems with potentially very costly and far-reaching consequences
report reproducible bugs
How You'll Work.
Team & Collaboration
working and collaborating with the Technical Account Managers (TAMs); Collaborate with your teammates; Enthusiasm for interacting and collaborating with other departments within Twilio
Communication Scope
Fluent in English language (both oral and written)
Process & Methodology
task prioritization, evaluation of situational urgency, developing workflows to increase troubleshooting efficiency
Full Job Description
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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as our next Personalized Support Expert 2 About the job The Personalized Support Expert (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. 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
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