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Personalised Support Engineer , EMEA

4.00 to 7.00 Years   Bangalore   26 Oct, 2021
Twilio
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

  • Twilio is looking for a Senior Engineer to join the global Personalized Support Team. In addition, focus on providing friendly, professional customer service, while problem solving and demonstrating a high proficiency in presenting complex technical issues to both technical and non-technical audiences via phone or email mediums.
  • 4+ years experience in a client-facing technical role, preferably in supporting REST API and ability to understand and tackle issues with cloud solutions.
  • Supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk.
  • Skilled in resolving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
  • Ability to de-escalate tense/tough customer situations in a live environment.
  • Willing to work and support customers in either an EMEA or APAC timezone.
Bonus Points:
  • 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.
  • Understanding of WebRTC
What As a PSE you will help customers understand the finer points of Twilio capabilities and influence them to implement best practices.
  • 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 complex problems with potentially very costly and far-reaching consequences.
  • EMPOWER OTHERS: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as 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).
Where This position can be based out of our Outer Ring Road in Bangalore. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.About us:Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world s most demanding applications. By making communications a part of every software developer s toolkit, Twilio is enabling innovators across every industry from emerging leaders to the world s largest organizations to reinvent how companies engage with their customers.,

Keyskills :
troubleshootingnetworkinglanoperating systemsswitchesservice levelproblem solvingcustomer serviceemerging leadershigh proficiencysupport engineersnetwork connectivity

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