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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in supporting top-tier customers with a focus on REST APIs and cloud solutions, while effectively managing customer issues and collaborating with cross-functional teams. Exhibits strong time management and task prioritization skills to enhance the customer experience.
Highest-signal resume keywords
Client-Facing Technical ExperienceREST API SupportZendesk Ticket SystemTime Management SkillsTwilio Product Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
REST API SupportCloud Solutions TroubleshootingWorkflow DevelopmentNetwork Connectivity TroubleshootingPCAP ReviewWireshark ProficiencyTelecom ExperienceSIP KnowledgePBX KnowledgeTask Prioritization
Soft Skills
Customer Experience DedicationCollaborationSituational Urgency Evaluation
Tools & Technologies
JIRAConfluenceAirtableZendesk
Industry Keywords
24x7 Support CoverageSLA ManagementTechnical Account ManagementHigh-Impact Problem ResolutionProject Tools
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Support top-tier customers across a variety of Twilio products
- Provide 24x7x365 global personalized support coverage
- Collaborate with Technical Account Managers and advocate for their customers
- Address customer issues and provide feedback to Twilio Product and Engineering teams
- Work with customers’ and partners’ developers, architects, and support personnel to resolve complex, high-impact problems
- Collaborate with teammates and Twilio Product and Engineering teams
- File JIRAs to report reproducible bugs
- Assist customers during irregular shifts, including weekends and holidays
- Guard the support queue and manage specializations
- Travel occasionally for project or team in-person meetings
Requirements
What you’ll need- Fluent in English language (both oral and written)
- 2+ years’ experience in a client-facing technical role
- Experience supporting REST APIs and troubleshooting cloud solutions
- Experience working with top tier customers
- Experience supporting customers with SLAs of 3 hours or less
- Experience using a ticket system such as Zendesk
- Excellence in task prioritization and evaluation of situational urgency
- Advanced time management skills
- Proficiency developing workflows to increase troubleshooting efficiency while following standard processes and procedures
- Ability to demonstrate dedication to the customer experience
- Ability to collaborate with other departments
- Role based remotely in India, specifically Karnataka, Telangana, Delhi, Tamil Nadu, or Maharashtra
- Willingness to work EMEA shift, 13:00–22:00 IST, five days per week, potentially including weekends
- Desired: Twilio product knowledge; JIRA, Confluence, Airtable and other project tools; network connectivity troubleshooting; telecom experience including Carrier, SIP, PBX; PCAP review or Wireshark; messaging platform experience
Benefits
Comp & perks- Competitive pay
- Generous time off
- Parental leave
- Wellness leave
- Healthcare
- Retirement savings program
- Employee volunteering and donation support
- Remote-first work arrangement
- Occasional travel to project or team in-person meetings