Personalized Support Engineer 3 United States

Company: Twilio

See yourself at Twilio

Join the team as our next Personalized Support Engineer 3

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and innovators to help fuel our growth momentum.

About the job

A Personalized Support Engineer at Twilio would consist of working on the cases raised by various top tier customers and looking at ways to prevent future occurrences of such issues.  Some examples include examining packet capture data and engaging one of our carriers to resolve a one-way audio issue in Germany, providing advice to a customer whose web server is not responding to HTTP requests from Twilio, and calling a customer to discuss the design of a function for transferring calls between agents in a call center. 

As a Personalized Support Engineer you will help customers understand the finer points of Twilio capabilities and influence them to implement best practices. 


In this role, you’ll:

  • Focus on providing friendly, professional customer service, while problem solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. 

  • Apply time management skills, ability to work well with in timelines and proficiency at developing workflows to increase solving efficiency while still following standard processes and procedures.


Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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!


  • 4+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and solve issues with cloud solutions.

  • Supporting customers with service level agreements (SLAs) of 3 hours or less, using a ticket system such as Zendesk.

  • Skilled in fixing network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.

  • High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.


  • Previous exposure or knowledge of Twilio products 

  • Broad capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS). Good understanding of React and Redux

  • Prior telecom (Carrier, SIP, PBX) or messaging platform experience and understanding of WebRTC

  • 1+ years of Full-Stack JavaScript development experience with broad and deep capabilities to troubleshoot server-side code (primarily Node.js, C#/Java are bonus) and client-side code (JavaScript specifically React is a huge bonus). 


This role will be remote, and based in the West Coast, USA.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.

(Location dependent information)

Colorado applicants: 

  • The estimated pay range for this role, based in Colorado, is $74,944 (Developing minimum or Colorado)- $93,680 (Premium Mid for Denver Metro).

  • Sales Commission: Additionally, this role is eligible to earn commissions and eligible to participate in Twilio's equity plan.

  • Non-Sales: Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.



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