Description:

Twilio is hiring a Personalized Support Engineer 3 (PSE 3) to join its Global Personalized Support team, serving top-tier Personalized and Premium Plus customers. The PSE 3 advocates for customers, collaborates closely with Technical Account Managers (TAMs), and delivers hands-on support across a variety of Twilio’s products, including communications APIs and Segment.

This senior-level support role requires in-depth troubleshooting of REST APIs, cloud products, and full-stack applications, while prioritizing urgent issues and complex cases. PSE 3s contribute to ongoing product and process improvement, manage SLA-driven support queues, and operate as trusted partners for both technical and business users.

Key Responsibilities:

• Deliver expert technical support for core Twilio products (Comms, Segment) in a personalized, high-touch manner.
• Troubleshoot and resolve REST API, cloud integration, and application issues for top customers.
• Work with client developer teams, architects, and support personnel to address urgent and complicated technical problems.
• Prioritize multiple issues, work queues, and maintain SLAs for critical incidents (often <3hr response).
• Collaborate with internal teams and TAMs—file tickets/bugs, document solutions, and share knowledge.
• Advocate for customers by surfacing feedback to product and engineering groups.
• Contribute to 24x7x365 global queue coverage, including weekend and holiday shifts.

Key Technical Skills:

REST API troubleshooting, Javascript, HTML, CSS, Python/Node.js or other scripting language, SQL, AngularJS/React, Cloud solutions, SLA management, Zendesk, Ticketing systems, Network troubleshooting, Telecom protocols (SIP, PBX, PCAP, Wireshark), JIRA, Confluence, Airtable

Requirements:

• 4+ years in technical support with REST APIs/cloud products.
• Ability to troubleshoot frontend/backend stacks and scripting languages.
• Experience supporting premium/enterprise customers with strict SLAs.
• Strong written and spoken English skills for a global customer base.
• Advanced task prioritization, strong workflow/process rigor.
• Desired: Twilio products, telecom tech (SIP, PBX), network analysis tools (PCAP/Wireshark), project/collaboration tools (Jira, Confluence, Airtable).