Technical Support Expert 2 @Twilio

Overview

Twilio is a remote-first company focused on shaping the future of communications. The role of Technical Support Engineer 2 is essential for supporting customers' use of Twilio’s Programmable Messaging product, acting as a subject matter expert and ensuring high-quality customer service.

Key Responsibilities

• Assist customers with troubleshooting messaging cases and message deliverability issues.
• Guide customers through the development of their SMS applications via phone and chat.
• Collaborate with teammates and the Twilio Product and Engineering teams through Slack.
• Report bugs and review the internal knowledge base to stay updated on industry standards.
• Work with management to surface customer problems for process improvement.

Requirements

• Bachelor’s degree or equivalent work experience.
• 2+ years of experience in a client-facing technical role, preferably supporting REST API or enterprise software.
• Understanding of technology stacks common to the Web ecosystem.
• Functional knowledge of general-purpose programming languages.
• Strong problem-solving and technical troubleshooting skills.
• Ability to professionally address customer concerns and provide concise feedback.
• Excellent reading comprehension, listening, and writing skills.

Benefits

Benefits include competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program. Offerings vary by location.

Location

This role is remote and based in Colombia while supporting the AMER time zone.

How to Apply

Interested candidates are encouraged to apply through the provided application channels.