Personalized Support Engineer

India · 2+ years experience · Remote · Posted Sep 23, 2026

At a glance

The Personalized Support Engineer (PSE) is a member of the Global Personalized support team supporting top tier customers.
They are responsible for handling a variety of Twilio products while working and collaborating with Technical Account Managers (TAMs).

Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
Work with customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences.
Collaborate with teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs.
Be ready to assist customers when they need us, potentially requiring work during an irregular shift, including weekends/holidays.

Fluent in English language (both oral and written)
2+ 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

Remote-first company with the possibility of being asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
May be required to travel occasionally to participate in project or team in-person meetings.