24/7 Remote Personalized Support Engineer

Twilio Inc.

United States

Remote

USD 70,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Healthcare

Retirement savings program

Generous time off

Job summary

United States Digital Space LLC is seeking a Personalized Support Engineer to join our global team supporting top-tier customers. You will work with Product and Engineering, addressing issues and providing feedback to improve our services.

The role involves shift work (EMEA hours) and may include weekend and holiday coverage. Strong English, 2+ years in client-facing tech roles, and experience with REST APIs are required. Remote-friendly with travel as needed.

Qualifications

Fluent in English (oral and written).
2+ years in a client-facing technical role, with REST API familiarity and cloud troubleshooting.
Experience with top-tier customers is a plus.
Experience with SLAs and ticketing systems (e.g., Zendesk).
Strong prioritization and urgency evaluation.
Time management and ability to create efficient troubleshooting workflows.
Empathy for customers and collaboration across departments.

Responsibilities

BE AN OWNER: address customer issues and relay feedback to Product and Engineering teams.
WEAR THE CUSTOMER SHOES: work with developers, architects, and support to resolve issues with broad impact.
EMPOWER OTHERS: collaborate with teammates and report bugs in JIRA.
RUTHLESSLY PRIORITIZE: support customers, may require irregular shifts including weekends and holidays.