# Technical Support Expert 2

**Company**: Twilio
**Location**: Remote - Colombia
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/7993860?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_9f24101c-3ee

## Description

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.

## Skills

### Required
- REST API
- enterprise software
- problem-solving
- technical troubleshooting
- customer service

### Nice to have
- Twilio products
- coding
- JIRA

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/7993860?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)