Join Twilio as a Personalized Support Engineer, providing technical support to top-tier customers in a remote-first environment.
Posted by employer 1 month ago
First seen on Joblaze 1 month ago
Last verified on the company career page 33 minutes ago
What you'll build
- Address customer issues
- Collaborate with developers and architects
- File JIRAs to report bugs
- Provide 24x7x365 coverage
- Assist customers with urgent needs
Must have
- Fluent in English language
- 2+ years’ experience in a client-facing technical role
- Experience supporting REST API
- Experience working with top tier customers
- Excellence in task prioritization
- Advanced time management skills
Nice to have
- Previous exposure to Twilio products
- Experience working with JIRA, Confluence, Airtable
- Skilled in troubleshooting network connectivity issues
- Prior telecom experience
- Experience reviewing PCAPs
Practical constraints
- Shift from 1300-2200 IST
- Work 5 days a week including weekends
AI in the day-to-day
We use Artificial Intelligence (AI) to help make our hiring process efficient.
Requirements
- Experience
- 2+ years
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
The Personalized Support Engineer at Twilio plays a crucial role in assisting top-tier customers by addressing technical issues related to various Twilio products, often collaborating closely with Technical Account Managers. This position requires a solid understanding of REST APIs and cloud solutions, along with strong problem-solving and prioritization skills. Ideal candidates will have at least two years of experience in a client-facing technical role, particularly in environments with stringent service level agreements. The role is part of a remote-first team that values diverse experiences and fosters a culture of collaboration.
Joblaze insights
- Listed about a month ago — first seen on Joblaze September 25, 2026. Last confirmed on Twilio's careers page November 10, 2026.
- Jira appears in 2.7% of 112 comparable mid other roles in India; Confluence appears in 0.9% of 112 comparable mid other roles in India.
Quick facts
- Is the Personalized Support Engineer role remote?
- Yes — Twilio lists this as a fully remote position.
- How much experience is required?
- At least 2 years of relevant experience for this Personalized Support Engineer role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AirTable, Confluence, Jira, REST API, Wireshark, Zendesk.
- What seniority level is this role?
- Twilio targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Personalized Support Engineer role at Twilio.
From the original posting
Who we are
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).
*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)
Twilio thinks big. Do you?
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.Standard company text repeated across Twilio's postings is omitted here.