Personalized Support Engineer

Overview

Support top-tier customers as a Personalized Support Engineer, troubleshooting Twilio products and collaborating with Technical Account Managers, Product, and Engineering teams.

What you'll do

• Resolve customer issues using technical and diplomatic skills.
• Support developers, architects, and support personnel at customer and partner organizations.
• Provide customer feedback to Product and Engineering teams.
• File JIRAs for reproducible product bugs.
• Prioritize customer requests based on urgency.
• Provide 24x7x365 team coverage through scheduled shifts.

What you'll need

• 2+ years of experience in a client-facing technical role.
• Fluent spoken and written English.
• Experience supporting REST APIs and troubleshooting cloud solutions.
• Experience working with top-tier customers and SLAs of 3 hours or less.
• Experience using a ticketing system such as Zendesk.
• Strong task prioritization and time management skills.
• Ability to collaborate across departments and focus on customer experience.

Nice to have

• Knowledge of Twilio products.
• Experience with JIRA, Confluence, Airtable, or similar tools.
• Network connectivity troubleshooting skills.
• Telecom or messaging platform experience, including PCAP review or Wireshark.

Details

• Remote role based in India.
• Listed locations include Karnataka, Telangana, Delhi, Tamil Nadu, and Maharashtra.
• EMEA shift: 13:00–22:00 IST.
• Five-day workweek may include weekends and holidays.
• Occasional travel may be required for project or team meetings.