Greenhouse ·
full-timePersonalized Support Engineer
Twilio · Remote -
Twilio is a cloud communications platform that enables businesses and developers to embed messaging, voice and video capabilities into their applications. As a Personalized Support Engineer you will join the Global Personalized Support team that serves Twilio’s top‑tier customers. The role involves handling a range of Twilio products, working closely with Technical Account Managers, and providing 24x7x365 coverage on an EMEA shift (1300‑2200 IST) that may include weekends. Daily tasks include diagnosing and resolving technical issues via REST APIs and cloud services, managing tickets in systems such as Zendesk, filing reproducible bugs in JIRA, and communicating findings to product and engineering teams. You will need to prioritize incidents quickly, develop efficient troubleshooting workflows, and act as an advocate for customers, often dealing with high‑impact problems under strict service‑level agreements. The position suits candidates with at least two years of client‑facing technical support experience, strong English communication skills, proven ability to work with APIs and cloud solutions, and a collaborative mindset. Familiarity with Twilio’s services, JIRA, Confluence or Airtable is a plus.
Education
- Level: Bachelor's degree
Key Skills
Notes
Shift: 1300-2200 IST (EMEA), 5 days/week, may include weekends; Remote-first role
Experience required
2-2 years experienceAbout the Role Personalized Support Engineer (PSE) is a member of the Global Personalized support team supporting top tier customers, handling Twilio products, collaborating with Technical Account Managers, providing 24x7x365 coverage. Responsibilities - Use technical and diplomatic skills to address customer issues and provide feedback. - Work with customers' developers, architects, and support personnel to resolve problems. - Collaborate with teammates and product/engineering teams, file JIRAs for bugs. - Prioritize customer assistance, work irregular shifts including weekends/holidays. Requirements - Fluent in English (oral and written). - 2+ years experience in client-facing technical role, supporting REST API and cloud solutions. - Experience with top tier customers and SLAs of 3 hours or less. - Experience using ticket systems such as Zendesk. - Ability to prioritize tasks and manage time efficiently. - Experience with JIRA, Confluence, Airtable.
Personalized Support Engineer: role and responsibilities
- Use technical and diplomatic skills to address customer issues and provide feedback.
- Work with customers' developers, architects, and support personnel to resolve problems.
- Collaborate with teammates and product/engineering teams, filing JIRA tickets for identified bugs.
- Prioritize customer assistance while working irregular shifts, including weekends and holidays.
- Provide 24x7x365 support for top-tier customers using Twilio products.
Skills for this role
Required skills
Also mentioned in the listing
| Role | Personalized Support Engineer |
|---|---|
| Company | Twilio |
| Location | Remote - |
| Compensation | Not disclosed |
| Posted | 2026-09-30 |
| Deadline | Rolling |
How to prepare for the Personalized Support Engineer role
- Highlight specific REST API projects where you troubleshooted integration issues for clients.
- Demonstrate experience with cloud solutions (e.g., AWS, Azure, GCP) and how you supported customer deployments.
- Provide examples of using Zendesk or similar ticketing systems to manage and prioritize customer cases.
- Showcase your ability to communicate diplomatically with technical and non‑technical stakeholders.
- Emphasize flexibility to work irregular shifts and your track record of meeting SLAs.
Common mistakes to avoid
- Mistake: Focusing only on coding skills and omitting customer‑facing experience; Fix: Include concrete examples of client interactions and issue resolution.
- Mistake: Listing generic “team player” without showing use of Zendesk, JIRA, Confluence, or Airtable; Fix: Mention each tool you have used and a brief outcome.
- Mistake: Not addressing ability to work irregular shifts or weekend work; Fix: State your availability for 24x7 support and any shift work you have done.
- Mistake: Overlooking the need for diplomatic communication; Fix: Describe a situation where you de‑escalated a tense customer issue.
- Mistake: Submitting a resume that does not mirror the exact keywords from the posting; Fix: Mirror the phrasing “REST API”, “Cloud Solutions”, “Zendesk”, etc., verbatim.
Resume keywords for this listing
Terms the listing itself uses. Include the ones you can back with a project or experience.
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Personalized Support Engineer at Twilio: frequently asked questions
- Who can apply for the Personalized Support Engineer role at Twilio?
- The listing asks for Bachelor's degree; 2-2 years of experience.
- What skills does the Personalized Support Engineer role require?
- The listing highlights REST API, Cloud Solutions, Zendesk, JIRA, Confluence, Airtable. Show each of these in a project or past role on your resume.
- What is the salary for this role?
- Twilio has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Personalized Support Engineer position remote, hybrid or onsite?
- The listing marks this role as remote, with Remote - as the location.
- What is the application deadline?
- Twilio has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Personalized Support Engineer role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
- What are the eligibility criteria for this role?
- The listing requires 2+ years of experience in a client‑facing technical role supporting REST API and cloud solutions, fluency in English, and experience with ticketing systems such as Zendesk. It does not specify any degree or batch requirements.
- Which technical skills are most important for the Personalized Support Engineer position?
- The role emphasizes REST API, cloud solutions, Zendesk, JIRA, Confluence, and Airtable, along with the ability to prioritize tasks and manage time efficiently.
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