Technical Support Expert 2

About Twilio

At Twilio, we're shaping the future of communications, empowering hundreds of thousands of businesses and millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, strong culture of connection, and global inclusion ensures that every team member is part of a vibrant team making a global impact. We utilize AI to enhance our hiring process, but all hiring decisions are made by Twilio employees.

The Job: Technical Support Engineer 2

This position is crucial for supporting customer use of Twilio’s Programmable Messaging product. You will act as the voice of Twilio, operating as a subject matter expert for the Programmable Messaging API. The role focuses on providing friendly, professional customer service, problem-solving, and communicating complex technical issues effectively to both technical and non-technical audiences via phone, email, and chat. Advanced time management skills are essential to work well under pressure and develop efficient workflows while adhering to standard processes.

Responsibilities

• Handle messaging email cases submitted by individual developers and major brands.
• Assist customers with troubleshooting message deliverability issues and debugging customer code.
• Guide customers through the development of their SMS applications via phone and chat.
• Collaborate with teammates and the Twilio Product and Engineering teams via Slack.
• File Jira tickets to report reproducible bugs and review the internal knowledge base to stay updated on industry shifts and standards.
• Work with your manager to surface customer problems to assist in process improvement.

Qualifications

• Required:
• Bachelor’s degree or equivalent work experience.
• 2+ years of experience in a client-facing technical role, preferably supporting REST APIs or enterprise software.
• A firm understanding of common Web ecosystem technology stacks.
• Functional knowledge of general-purpose programming languages.
• Strong problem-solving and technical troubleshooting skills.
• Ability to professionally and diplomatically address customer concerns and provide concise feedback.
• Ability to de-escalate tense/tough customer situations in a live environment.
• Excellent reading comprehension, listening, and writing skills.
• Desired:
• Previous exposure or knowledge of Twilio products.
• Coding experience in any language (reading and debugging).
• Previous experience with JIRA or a similar ticketing system.

Location

This role is remote and based in Colombia.

Travel

Occasional travel may be required for project or team in-person meetings.

What We Offer

Twilio offers competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and more. Offerings vary by location.

Twilio Values

We seek colleagues who embody our values and "Twilio Magic." We empower employees to build positive change in their communities by supporting their volunteering and donation efforts. Apply now to unleash your full potential!