Personalized Support Expert 2

About the Role

The Personalized Support Expert 2 role is about being a true owner of customer issues, wearing the customer's shoes, and providing tailored solutions. You'll work closely with customers' developers, architects, and support personnel to resolve problems with significant consequences. Your ability to prioritize tasks, manage workflows, and collaborate with cross-functional teams will be vital to your success.

As a key member of the Global PSE team, you'll be part of a vibrant, remote-first workforce that values diversity, inclusion, and connection. Twilio's dedication to creating a global impact means that you'll be working with a talented team of professionals who are passionate about shaping the future of communications.

What You Will Do

• Address customer issues with strong technical and diplomatic skills
• Provide customer feedback to Twilio's Product and Engineering teams
• Collaborate with Technical Account Managers to resolve complex customer issues
• Work with customers' developers, architects, and support personnel to resolve problems
• Prioritize tasks and manage workflows to ensure efficient issue resolution
• Develop workflows to increase troubleshooting efficiency
• Utilize a ticket system such as Zendesk to manage customer issues
• Participate in a 24x7x365 coverage environment, including irregular shifts and weekends/holidays
• File JIRAs to report reproducible bugs
• Collaborate with cross-functional teams, including Product and Engineering

What We Are Looking For

• 3+ years of experience in a client-facing technical role, preferably in supporting REST API and cloud solutions
• Fluency in English (both oral and written)
• Experience working with top-tier customers and service level agreements (SLAs) of 3 hours or less
• Excellence in task prioritization and evaluation of situational urgency
• Advanced time management skills and proficiency in developing workflows
• Ability to stand in the customer's shoes and dedication to the customer experience
• Proficiency in Excel and experience with ticket systems such as Zendesk
• Strong technical skills, including experience with cloud solutions and REST API

Nice to Have

• Experience working in a remote-first environment
• Familiarity with Twilio products and services
• Knowledge of artificial intelligence (AI) and its applications in customer support
• Certification in customer support or a related field
• Experience with agile development methodologies

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a talented team of professionals in a remote-first environment
• Access to cutting-edge technology and tools
• Professional development opportunities, including training and certification programs
• Flexible working hours and remote work options
• Health and wellness programs, including mental health support
• Generous paid time off (PTO) policy
• Equity and stock options
• Access to a global community of professionals with diverse experiences and backgrounds

• Develop a strong understanding of cloud solutions, REST API, and customer support principles to stand out in the application process.
• Create a portfolio that showcases your experience in handling complex customer issues and collaborating with cross-functional teams.
• Practice your technical skills, including Excel and ticket systems like Zendesk, to demonstrate proficiency.
• Research Twilio's products and services to understand their mission and values.
• Prepare examples of times when you had to prioritize tasks, manage workflows, and collaborate with teams to resolve customer issues.
• Be ready to discuss your experience working in a remote-first environment and how you stay connected with global teams.
• Review common customer support interview questions and practice your responses to demonstrate your skills and experience.