个性化支持工程师
Personalized Support Engineer
我们是谁
在Twilio，我们正在塑造通信的未来，一切都在家中的舒适环境中进行。我们为数十万家企业提供创新解决方案，并赋能全球数百万开发者，打造个性化的客户体验。
我们致力于远程优先的工作方式，以及强调连接和全球包容性的文化，这意味着无论你身处何地，你都是一个充满活力的团队的一员，这些团队成员拥有多样化的经验，每天都在产生全球性的影响。随着我们继续革新世界互动的方式，我们不断学习新技能和经验，让工作真正令人满意。你的职业发展掌握在你自己手中。
招聘与我们的工作方式
我们使用人工智能（AI）来帮助提高招聘效率。但请注意，每个招聘决定都是由真实的Twilions做出的！
此外，虽然我们是一家远程优先的公司，但你可能会被要求偶尔亲自到场参加团队聚会、部门会议或客户会议。
在Twilio看到自己
加入我们，成为下一位个性化支持工程师
职位简介
个性化支持工程师（PSE）是全球个性化支持团队的一员，负责支持我们的顶级客户。他们负责处理各种Twilio产品，同时与技术客户经理（TAMs）合作工作。全球PSE团队会像对待自己的客户一样，代表TAM客户的利益，提供24x7x365的覆盖服务，管理专业领域并维护队列。
此职位需要轮班工作，EMEA地区时间为IST 1300-2200。我们每周工作5天，可能包括周末的一天或两天。（如周二至周六、周日到周四、周一至周五等）
职责
在这个职位中，你将：
- 成为负责人：利用你强大的技术和外交能力解决客户问题，并向Twilio的产品和工程团队提供客户反馈。
- 站在客户角度：与客户的开发人员、架构师和支持人员合作，解决可能带来巨大成本和广泛影响的问题。
- 赋能他人：与你的同事、Twilio的产品和工程团队合作，包括提交JIRAs报告可复现的错误。
- 严格优先：随时准备在客户需要时提供帮助。此职位可能需要不规律的排班，包括周末和节假日（排班会根据团队和客户需求的变化而调整）。
资格要求
并非所有申请者都符合以下条件
查看英文原文
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
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Hiring and how we work
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
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See yourself at Twilio
Join the team as our next Personalized Support Engineer
About the job
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, EMEA - 1300-2200 IST. We work 5 days a week, and could include one or both weekend days. (Tue-Sat, Sun-Thur, Mon-Fri etc)
Responsibilities
In this role, you’ll:
- 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, 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).
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
- Fluent in English language (both oral and written)
- 2+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions.
- Experience working with top tier customers.
- Supporting customers with service level agreements (SLAs) of 3 hours or less, 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 demonstrated 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:
- Previous exposure or knowledge of Twilio products
- Experience working with JIRA, Confluence, Airtable and other project tools.
- Skilled in troubleshooting network connectivity issues
- Prior telecom (Carrier, SIP, PBX) including reviewing PCAPs/using Wireshark or messaging platform experience
Location
This role will be remotely based in India(Karanatka, Telangana, Delhi, Tamil Nadu, Maharashtra)
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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Stay alert to recruitment fraud
We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.
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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.