jobctl

Personalized Support Engineer

Twilio - Remote - India - original posting ->
Status
Open
Remote policy
Remote
Employment type
Not stated
Salary
Not stated
Categories
Customer Support
Tech
remote-countrysupport
Source
twilio
First observed
2026-09-23 17:56 UTC
Last seen
2026-11-13 18:50 UTC
Source claims posted
2026-09-23 13:59 UTC
Consecutive misses
0 of 3

What the posting says

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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See yourself at Twilio

Join the team as our next Personalized Support Engineer

About the job

The Personalized Support Engineer (PSE) is a member of the Global Personalized support team supporting our top tier customers. They are responsible for handling a variety of Twilio products while also working and collaborating with the Technical Account Managers (TAMs.) The Global PSE team advocates for our TAMs’ customers as if they are their own while providing 24x7x365 coverage, managing specializations and guarding the queue.

This position requires working in a shift, EMEA - 1300-2200 IST. We work 5 days a week, and could include one or both weekend days. (Tue-Sat, Sun-Thur, Mon-Fri etc)

Responsibilities

In this role, you’ll:

BE AN OWNER: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.

WEAR THE CUSTOMER SHOES: Work with our customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences.

EMPOWER OTHERS: Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs.

RUTHLESSLY PRIORITIZE: 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).

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

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.

Desired:

Previous exposure or knowledge of Twilio products

Experience working with JIRA, Confluence, Airtable and other project tools.

Skilled in troubleshooting network connectivity issues

Prior telecom (Carrier, SIP, PBX) including reviewing PCAPs/using Wireshark or messaging platform experience

Location

This role will be remotely based in India(Karanatka, Telangana, Delhi, Tamil Nadu, Maharashtra)

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

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Stay alert to recruitment fraud

We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Quality

Completeness: 65%
Honesty: 80%

Based on 39 observation(s).

Timeline

  1. *
    #952295 2026-09-23 17:56 UTC
    Published
  2. ~
    #974335 2026-09-24 18:02 UTC
    Modified
    • source_updated_at
      2026-09-23T10:25:14-04:00->2026-09-24T10:27:17-04:00
  3. ~
    #1003076 2026-09-25 18:09 UTC
    Modified
    • source_updated_at
      2026-09-24T10:27:17-04:00->2026-09-25T10:25:38-04:00
  4. ~
    #1050986 2026-09-28 18:26 UTC
    Modified
    • source_updated_at
      2026-09-25T10:25:38-04:00->2026-09-28T10:26:24-04:00
  5. ~
    #1068299 2026-09-29 14:34 UTC
    Modified
    • source_updated_at
      2026-09-28T10:26:24-04:00->2026-09-29T10:25:19-04:00
  6. ~
    #1073572 2026-09-29 18:35 UTC
    Modified
    • source_updated_at
      2026-09-29T10:25:19-04:00->2026-09-29T12:13:49-04:00
  7. ~
    #1091847 2026-09-30 14:38 UTC
    Modified
    • source_updated_at
      2026-09-29T12:13:49-04:00->2026-09-30T10:25:30-04:00
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    #1114415 2026-10-01 14:48 UTC
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    #1122486 2026-10-01 22:58 UTC
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  11. x
    #1122487 2026-10-01 22:58 UTC
    Closed
  12. ^
    #1234185 2026-10-07 14:46 UTC
    Reopened
  13. ~
    #1234186 2026-10-07 14:46 UTC
    Modified
    • source_updated_at
      2026-09-30T10:25:30-04:00->2026-10-07T10:23:59-04:00
  14. ~
    #1255855 2026-10-08 14:59 UTC
    Modified
    • source_updated_at
      2026-10-07T10:23:59-04:00->2026-10-08T10:26:19-04:00
  15. ~
    #1278801 2026-10-09 16:25 UTC
    Modified
    • source_updated_at
      2026-10-08T10:26:19-04:00->2026-10-09T10:27:44-04:00
  16. ~
    #1283170 2026-10-09 19:56 UTC
    Modified
    • source_updated_at
      2026-10-09T10:27:44-04:00->2026-10-09T14:41:19-04:00
  17. ~
    #1330036 2026-10-13 21:10 UTC
    Modified
    • source_updated_at
      2026-10-09T14:41:19-04:00->2026-10-13T14:50:52-04:00
  18. ~
    #1334180 2026-10-14 01:10 UTC
    Modified
    • source_updated_at
      2026-10-13T14:50:52-04:00->2026-10-13T17:49:29-04:00
  19. ~
    #1346577 2026-10-14 17:52 UTC
    Modified
    • source_updated_at
      2026-10-13T17:49:29-04:00->2026-10-14T13:20:01-04:00
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    #1360964 2026-10-15 13:53 UTC
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    #1367761 2026-10-15 21:53 UTC
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  23. x
    #1367762 2026-10-15 21:53 UTC
    Closed
  24. ^
    #1633215 2026-10-30 10:00 UTC
    Reopened
  25. ~
    #1633216 2026-10-30 10:00 UTC
    Modified
    • source_updated_at
      2026-10-14T13:20:01-04:00->2026-10-30T02:39:21-04:00
  26. ~
    #1640852 2026-10-30 18:01 UTC
    Modified
    • source_updated_at
      2026-10-30T02:39:21-04:00->2026-10-30T12:20:28-04:00
  27. ~
    #1677209 2026-11-02 02:01 UTC
    Modified
    • source_updated_at
      2026-10-30T12:20:28-04:00->2026-11-01T20:22:30-05:00
  28. ~
    #1687472 2026-11-02 18:02 UTC
    Modified
    • source_updated_at
      2026-11-01T20:22:30-05:00->2026-11-02T10:31:45-05:00
  29. ~
    #1710414 2026-11-03 18:45 UTC
    Modified
    • source_updated_at
      2026-11-02T10:31:45-05:00->2026-11-03T10:32:57-05:00
  30. ~
    #1731900 2026-11-04 18:47 UTC
    Modified
    • source_updated_at
      2026-11-03T10:32:57-05:00->2026-11-04T10:31:53-05:00
  31. ~
    #1760684 2026-11-05 18:47 UTC
    Modified
    • source_updated_at
      2026-11-04T10:31:53-05:00->2026-11-05T10:25:08-05:00
  32. ~
    #1771197 2026-11-06 06:47 UTC
    Modified
    • Description
      Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to...->Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to...
    • source_updated_at
      2026-11-05T10:25:08-05:00->2026-11-06T00:52:52-05:00
  33. ~
    #1774863 2026-11-06 10:47 UTC
    Modified
    • Description
      Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to...->Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to...
    • source_updated_at
      2026-11-06T00:52:52-05:00->2026-11-06T04:17:45-05:00
  34. ~
    #1781861 2026-11-06 18:47 UTC
    Modified
    • source_updated_at
      2026-11-06T04:17:45-05:00->2026-11-06T10:25:21-05:00
  35. ~
    #1828059 2026-11-09 18:48 UTC
    Modified
    • source_updated_at
      2026-11-06T10:25:21-05:00->2026-11-09T10:26:37-05:00
  36. ~
    #1847004 2026-11-10 18:49 UTC
    Modified
    • source_updated_at
      2026-11-09T10:26:37-05:00->2026-11-10T10:26:00-05:00
  37. ~
    #1864523 2026-11-11 18:49 UTC
    Modified
    • source_updated_at
      2026-11-10T10:26:00-05:00->2026-11-11T10:26:36-05:00
  38. ~
    #1883315 2026-11-12 18:49 UTC
    Modified
    • source_updated_at
      2026-11-11T10:26:36-05:00->2026-11-12T10:28:07-05:00
  39. ~
    #1904948 2026-11-13 18:50 UTC
    Modified
    • source_updated_at
      2026-11-12T10:28:07-05:00->2026-11-13T10:26:38-05:00