🛠 Tech Stack

💼 About This Role

You'll join Twilio's Global Personalized Support team, providing 24x7x365 technical support to top-tier customers. You'll own customer issues and collaborate with Technical Account Managers to resolve complex problems with cloud communication solutions. This role offers remote work and the chance to impact hundreds of thousands of businesses.

🎯 What You'll Do

• Address customer issues and provide feedback to Product and Engineering teams
• Work with developers and architects to resolve problems with costly consequences
• Collaborate with teammates and file JIRAs to report reproducible bugs
• Work irregular shifts including weekends and holidays

📋 Requirements

• Fluent English (oral and written)
• 3+ years in a client-facing technical role supporting REST APIs
• Experience supporting top-tier customers with SLAs of 3 hours or less using Zendesk
• Advanced time management and prioritization skills

✨ Nice to Have

• Knowledge of Twilio products
• Experience with JIRA, Confluence, Airtable
• Troubleshooting network connectivity or telecom experience (SIP, PBX, Wireshark)

🎁 Benefits & Perks

• 💰 Competitive pay
• 🏖️ Generous time off
• 👶 Ample parental and wellness leave
• 🏥 Healthcare
• 💰 Retirement savings program

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 45 min