**See yourself at Twilio.** Join the team as our next Personalized Support Expert **Who we are & why we're hiring** 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 visionaries to help fuel our growth momentum. **About the job** The Personalized Support Expert (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. **Responsibilities**: In this role, you will: - 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. **Qualifications**: **Required**: - 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. **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 remote, and based in Colombia Approximately 0% travel is anticipated. **What we offer** There are many benefits to working at Twilio, including things like 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. If this role isn't what you're looking for, please consider other open positions.