> Markdown version of [/jobs/ext/124643-personalized-support-expert-2](https://www.wearedevelopers.com/jobs/ext/124643-personalized-support-expert-2). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Personalized Support Expert 2 - **Company:** Twilio - **Location:** United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Confluence, JIRA, Issue Tracking Systems, Cloud Services, Wireshark, Twilio, Restful APIs, Zendesk, Airtable - **Published:** May 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=adead561a93b26eb ## About the Role Do you have experience in Workflow management (operations management method)?, 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) * 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. ## Description 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., 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)., 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. ## About Twilio **Industries:** Sales and Marketing, Telecommunications [Company profile](https://www.wearedevelopers.com/companies/3850-twilio) ### More Jobs at Twilio - [salesforce artificial intelligence architecture leadership documentation](https://www.wearedevelopers.com/jobs/ext/2000219-salesforce-artificial-intelligence-architecture-leadership-documentation) - [Engineer, Offensive Security Organization](https://www.wearedevelopers.com/jobs/ext/1992296-engineer-offensive-security-organization) - [Artificial Intelligence (AI)](https://www.wearedevelopers.com/jobs/ext/1952055-artificial-intelligence-ai) - [Senior Software Engineer (L3)](https://www.wearedevelopers.com/jobs/ext/1956800-senior-software-engineer-l3) - [Software Engineer, Platform Engineering (L2)](https://www.wearedevelopers.com/jobs/ext/1956829-software-engineer-platform-engineering-l2) ## Related Videos - [20 billion requests a week: Upgrading Twilio's API gateway at scale](https://www.wearedevelopers.com/videos/100234-20-billion-requests-a-week-upgrading-twilio-s-api-gateway-at-scale) - [API‑First: How Twilio Designs for Developers - Justin Kitagawa (Twilio)](https://www.wearedevelopers.com/videos/1801-api-first-how-twilio-designs-for-developers-justin-kitagawa-twilio) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Minimal infrastructure for Real‑Time Phone Agents: transcripts in, responses out](https://www.wearedevelopers.com/videos/1736-minimal-infrastructure-for-real-time-phone-agents-transcripts-in-responses-out) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [Upgrading from SMS: What Devs Should Know About WhatsApp and RCS](https://www.wearedevelopers.com/magazine/580-upgrading-from-sms-what-devs-should-know-about-whatsapp-and-rcs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs)