Description
At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
As a Technical Support Expert 2, you will support customers' use of Twilio's Programmable Messaging product, operating as a subject matter expert for Twilio's Programmable Messaging API. You will provide friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums.
Responsibilities:
- Work on messaging email cases submitted by both individual developers and major brands.
- Assist customers with troubleshooting message deliverability issues and debug customer code.
- Speak with customers on the phone and chat to guide them through the development of their SMS application.
- Collaborate with teammates and the Twilio Product and Engineering teams via Slack.
- File Jira tickets to report reproducible bugs and review the internal knowledge base to stay up-to-date with industry shifts and standards.
- Work with your manager to surface customer problems to assist in process improvement.
Qualifications:
- Bachelor's degree or equivalent work experience
- 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
- A firm understanding of the technology stacks common to the Web ecosystem
- Functional knowledge of general-purpose programming languages
- Strong problem-solving and technical troubleshooting skills
- Ability to professionally and diplomatically address customer concerns and provide concise feedback
- Ability to de-escalate tense/tough customer situations in a live environment
- Excellent reading comprehension, listening, and writing skills
Location: This role will be remote, based in Colombia, supporting the AMER time zone.
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.