Personalized Support Engineer (PSE)

Description:

PNACC (Phone Numbers and Account Administration) PSE (Personalized Support Engineer) PNACC PSE is primarily focused on Twilio Phone Number products and has a minor focus on Account related questions. They will deal with a generally high volume of tickets (30+ per day) with a varying level of effort. Some need simple replies, and others need more time investigating. Our work is primarily over Zendesk tickets, with SLAs ranging from 1 hr to 3 hrs.

Responsibilities:

• 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 and 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).

Required:

• Fluent in English language (both oral and written)
• 1+ years of experience in a client-facing technical role, preferably with the ability to understand and troubleshoot issues with cloud solutions.
• Supporting customers with service level agreements (SLAs), preferably in hours, 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 demonstrate dedication to the customer experience.
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.

Desired:

• Coming from a technical background
• Experience working with top-tier customers.
• Experience working with REST APIs.
• Experience working with JIRA, Confluence, Airtable, and other project tools.
• Previous exposure or knowledge of Twilio products