KCS Group

Personalized Support Engineer   




  Twilio Inc. | American Cloud Company is looking for Personalized Support Engineer



Job Description

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.

Location-
This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)
 

Work Experience

4 to 6 Years

Level

 Middle / Assistant Manager 


Job Function
IT-Software, Desktop Support


Vacancies
Not Specified 


Industry
IT-Software 


Job Location
Remote, WFH, India 


Educational Qualification
B.Sc, BCA/BCS, B.E./B.Tech


Salary
Not Specified


Key Skills
Technical Support, IT Helpdesk, Software Support, Customer Support, Troubleshooting


Company Info
At Twilio, we re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
 


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