Twilio Inc is looking for Personalized Support Engineer

Candidate should have 4+ years experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions. Skills to troubleshoot Javascript, HTML, CSS, SQL, any Scripting Language (Python, Node.js etc.) and Frontend Frameworks (AngularJS, React, etc.) Should have good 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 Skills-

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.