Technical Support Expert 2

Join Twilio as a Technical Support Expert 2, working remotely from Colombia. You'll support customers using Twilio's Programmable Messaging product, operating as a subject matter expert and providing friendly, professional customer service.

Responsibilities:

• Work on messaging email cases from individual developers and major brands.
• Assist customers with troubleshooting message deliverability issues and debug customer code.
• Guide customers through SMS application development via phone and chat.
• Collaborate with teammates and Twilio's Product and Engineering teams via Slack.
• File Jira tickets to report reproducible bugs and review the internal knowledge base.

Qualifications:

• 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 Web ecosystem technology stacks.
• Knowledge of general-purpose programming languages.
• Strong problem-solving and technical troubleshooting skills.
• Ability to address customer concerns professionally and provide concise feedback.
• Excellent reading comprehension, listening, and writing skills.

Desired qualifications:

• Previous exposure to Twilio products.
• Coding experience in any language.
• Experience with JIRA or a similar ticketing system.

Location: Remote - Colombia

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

Benefits: Competitive pay, generous time off, parental and wellness leave, healthcare, retirement savings program, and more.