Personalized Support Engineer
Core
Provide 24x7x365 technical support and advocacy for Twilio's top-tier enterprise customers, resolving complex issues across various Twilio products while collaborating with Technical Account Managers.
Role type
Senior IC technical support engineer (enterprise accounts)
Builds
Customer success and stability for high-value enterprise clients
Domain
Cloud communications, API support, Telecom
Deliverable
client delivery
Required skills
REST API troubleshooting, cloud solutions architecture, SLA management (3-hour response), ticket system proficiency, network connectivity troubleshooting, PCAP/Wireshark analysis, telecom domain knowledge (SIP, PBX)
Preferred skills
Twilio product knowledge, JIRA/Confluence/Airtable proficiency, messaging platform experience
Responsibilities
Resolve complex customer issues with far-reaching consequences, collaborate with Product and Engineering teams to file reproducible bugs, prioritize urgent customer needs during irregular shifts, advocate for customers as if they were internal stakeholders
Seniority
Mid-level, hands-on IC