# 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/7863595?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_dcbf4117-c09

## Description

Join the team as our next Technical Support Expert 2 at Twilio, a company shaping the future of communications.

In this role, you'll provide excellent technical support to users of the Email platform, wearing the customer's shoes and living up to the company's core values.

Responsibilities:

- Provide product support for a wide range of customer inquiries received via telephone, email, social media, and chat.

- Assess the nature of product or service issues and resolve a variety of complex support problems.

- Log customer interactions and tag/categorize issues accordingly.

- Resolve a monthly volume of tickets consistently.

- Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary.

- Identify ways to improve existing processes and procedures.

- Mentor newer members of the Customer Support team with customer issues.

- Contribute content to knowledge base to support team and customer enablement.

- Ensure Support SLAs and CSAT goals are consistently met, and ticket queues are well managed.

- Incident report and On Call.

Qualifications:

- 3-4 years of experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS, or related technologies.

- Demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback.

- Experience communicating complex technical issues to both technical and non-technical audiences via phone or email.

- Strong, creative problem-solving skills.

- Quick learner, willing to take initiative, and has great follow-through.

- Demonstrated ability to remain calm and effective at higher workloads, as well as excelling at prioritization and evaluation of situational urgency.

- High-energy, optimistic outlook and positive attitude.

- Empathetic approach to troubleshooting and customer service.

- Attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs.

- Accountability, self-motivation, and focus.

- Experience with incident communication and on-call.

- Experience with supporting Email (or similar) REST APIs, Email Deliverability, JIRA/Confluence, Snowflake, and Terminals (command prompt).

Desired skills:

- Reading/debugging HTML.

- SQL.

- Snowflake & Splunk.

- Experience with SFDC, QuickBooks, Zuora, or other financial management software and financial principles.

- Postman or other APIs client.

- Zendesk.

Location: This role will be based in Colombia, Remote.

Travel: You may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer: Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.

## Skills

### Required
- client-facing customer support
- Email support
- Communications support
- SaaS support
- problem-solving
- incident communication
- on-call
- REST APIs
- Email Deliverability
- JIRA
- Confluence
- Snowflake
- Terminals

### Nice to have
- HTML
- SQL
- Splunk
- SFDC
- QuickBooks
- Zuora
- Postman
- Zendesk

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/7863595?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)