Personalized Support Expert 3

<div class="content-intro"><p><strong>Who we are </strong></p> <p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a class="c-link" href="https://customers.twilio.com/" target="_blank" data-stringify-link="https://customers.twilio.com/" data-sk="tooltip_parent"> hundreds of thousands of businesses </a>and empower millions of developers worldwide to craft personalized customer experiences.</p> <p>Our dedication to <a class="c-link" href="https://www.twilio.com/en-us/blog/open-work" target="_blank" data-stringify-link="https://www.twilio.com/en-us/blog/open-work" data-sk="tooltip_parent">remote-first work</a>, 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.<br><br>We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!</p> <p><span style="color: rgb(255, 255, 255);">.</span></p></div><p><strong>See yourself at Twilio</strong></p> <p>Join the team as our next Personalized Support Expert </p> <p><strong>About the job</strong></p> <p>The Personalized Support Engineer (PSE) is a member of the Global Personalized support team supporting our top tier Personalized customers. They are responsible for handling a variety of Twilio products from Comms and Segment 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.</p> <p><strong>Responsibilities</strong></p> <p>In this role, you’ll:</p> <ul> <li>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.</li> <li>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.</li> <li>EMPOWER OTHERS: Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs.</li> <li>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).</li> </ul> <p><strong>Qualifications </strong></p> <p>Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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!</p> <p><strong>*Required:</strong></p> <ul> <li>Fluent in English language (both oral and written)</li> <li>4+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions.</li> <li>Skills to troubleshoot Javascript, HTML, CSS, SQL, any Scripting Language (python, <a href="http://node.js">Node.js</a> etc.) and Frontend Frameworks (AngularJS, React, etc.).</li> <li>Experience working with top tier customers.</li> <li>Supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk.</li> <li>Excellence in task prioritization and evaluation of situational urgency.</li> <li>Advanced time management skills and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.< ... (truncated, view full listing at source)