Technical Support Expert 2

Overview

Provide technical support for customers using Twilio's Programmable Messaging product and API. Troubleshoot technical issues and explain solutions to technical and non-technical audiences through phone, email, and chat.

What you'll do

• Handle messaging email cases from developers and major brands.
• Troubleshoot message deliverability issues.
• Debug customer code.
• Guide customers developing SMS applications through phone and chat support.
• Collaborate with Product, Engineering, and support teammates through Slack.
• File Jira tickets for reproducible bugs.
• Surface customer problems to improve processes.

What you'll need

• 2+ years of experience in a client-facing technical role.
• Bachelor's degree or equivalent work experience.
• Experience supporting REST APIs or enterprise software is preferred in the required qualification.
• 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 de-escalate difficult customer situations and communicate clearly.

Nice to have

• Previous exposure to or knowledge of Twilio products.
• Coding experience in any language for reading and debugging.
• Experience with Jira or a similar ticketing system.

Details

• Remote role based in Colombia.
• Supports the AMER time zone.
• Occasional travel may be required for project or team meetings.