Personalized Support Engineer

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, APAC 0630-1530 IST and EMEA - 1300-2200 IST. We work 5 days a week, and could include one or both weekend days. Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. Work with our customers' and partners' developers, architects, and support personnel to resolve problems. Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs. 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).