Job description
 
                         About the job:  
The Personalized Support Engineer (PSE) is a member of the Global Personalized support 
team supporting our top tier customers.
They are responsible for handling Phone Numbers 
product while also working and collaborating with the Technical Account Managers (TAMs.) The 
Global PSE team advocates for our TAMs’ customers as if they are their own while providing 
24x7x365 coverage, managing specializations and guarding the queue.
This position requires working in a shift, APAC   IST ,EMEA -   IST, NAMER 
  IST.
We work 5 days a week, and could include one or both weekend days.
(Tue-Sat, Sun-Thur, Mon-Fri etc) 
Responsibilities:  
In this role, you will:  
● BE AN OWNER: Use your strong technical and diplomatic skills to address customer 
issues and provide customer feedback to client Product and Engineering teams.
● WEAR THE CUSTOMER SHOES: Work with our customers' and partners' developers, 
architects, and support personnel to resolve problems with potentially very costly and 
far-reaching consequences.
● EMPOWER OTHERS: Collaborate with your teammates, the client Product and 
Engineering teams including 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).
Required:  
● Fluent in English language (both oral and written) 
● 3+ years’ experience in a client-facing technical role, preferably the ability to understand 
and troubleshoot issues with cloud solutions.
● Supporting customers with service level agreements (SLAs), preferably in hours, 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 Client in your 
search for the solutions our customers need.
Desired:  
● Coming from a technical background 
● Experience working with top tier customers.
● Experience working with REST APIs. 
● Experience working with JIRA, Confluence, Airtable and other project tools.
● Previous exposure or knowledge of Client products 
 
                    
                    Required Skill Profession
 
                     
                    
                    Prb