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Twilio is seeking a Personalized Support Engineer to join the Global Personalized Support team, providing 24x7x365 coverage for top-tier customers. This role is based remotely in India and requires working a shift covering EMEA hours (1300-2200 IST), 5 days per week, which may include weekends or holidays (e.g., Tue-Sat, Sun-Thu, Mon-Fri rotations).
As a Personalized Support Engineer, you will be the primary technical point of contact for Twilio's most important customers, handling a variety of Twilio products while collaborating closely with Technical Account Managers (TAMs). You will advocate for customers' needs, manage support queues, and maintain specializations across the team.
Key responsibilities include:
- Owning customer issues end-to-end, using strong technical and diplomatic skills to resolve problems and escalate feedback to Twilio's Product and Engineering teams
- Working directly with customers' developers, architects, and support personnel to troubleshoot issues with potentially high-impact consequences
- Collaborating with teammates and internal Twilio teams, including filing reproducible bug reports in JIRA
- Prioritizing work effectively and being available when customers need urgent assistance, including irregular shifts and weekend/holiday coverage
This is a client-facing technical support role requiring excellent communication, problem-solving, and customer empathy. You may be asked to travel occasionally for team meetings or customer engagements, and while remote-first, you may be requested to report in-person on an ad-hoc basis for team gatherings or customer meetings.
REQUIREMENTS:
Required:
- Fluent in English (oral and written)
- 2+ years' experience in a client-facing technical role, preferably supporting REST APIs and troubleshooting cloud solutions
- Experience supporting top-tier customers
- Experience supporting customers with SLAs of 3 hours or less using ticket systems such as Zendesk
- Excellence in task prioritization and situational urgency evaluation
- Advanced time management skills and ability to develop efficient troubleshooting workflows while following standard processes
- Ability to empathize with customers and demonstrated commitment to customer experience
- Enthusiasm for cross-departmental collaboration within Twilio
Desired:
- Prior exposure to Twilio products
- Experience with JIRA, Confluence, Airtable, or similar project management tools
- Skilled in troubleshooting network connectivity issues
- Prior telecom experience (Carrier, SIP, PBX) including PCAP review/Wireshark, or messaging platform experience
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
