Personalized Support Expert 3

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Requirements:

• Fluent in English language (both oral and written)
• 3+ 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.

Responsibilities:

• Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Work with our customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences.
• Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs.
• 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).