Remote Technical Support Engineer II – Messaging API

Twilio Inc.; Colombia; Presencial; COP 25.000.000 - 40.000.000; Jornada completa

Descripción de la vacante

Twilio seeks a Technical Support Engineer 2 to support customers using Programmable Messaging. You will be the voice of Twilio, acting as a subject matter expert for the API, delivering friendly, professional service, and translating complex technical issues for both technical and non-technical audiences via phone, email and chat.

The role requires hands-on troubleshooting, strong time-management, and the ability to develop workflows to stay efficient while following standard procedures.

Formación

• Bachelor’s degree or equivalent work experience.
• 2+ years in a client-facing technical role, preferably supporting REST API or enterprise software.
• Understanding of Web technology stacks.
• Functional knowledge of general-purpose programming languages.
• Strong problem-solving and technical troubleshooting skills.
• Ability to address customer concerns professionally and provide concise feedback.
• Ability to de-escalate tense live customer situations.
• Excellent reading, listening, and writing skills.
• Desire: knowledge of Twilio products.
• Desire: coding experience in any language (reading and debugging).
• Desire: experience with JIRA or similar ticketing system.

Responsabilidades

• Work on messaging email cases from developers and major brands.
• Assist customers with troubleshooting deliverability issues and debug code.
• Guide customers through SMS app development via phone and chat.
• Collaborate with teammates and Product/Engineering via Slack; file Jira bugs and review knowledge base.
• Surface customer problems with management to help improve processes.

Conocimientos

Client-facing experience

REST API knowledge

Web technology stack

Programming fundamentals

Problem-solving

Communication skills

De-escalation in live environment

Reading listening writing skills

Educación

Bachelor’s degree or equivalent work experience

Herramientas

JIRA

Descripción del empleo

Twilio seeks a Technical Support Engineer 2 to support customers using Programmable Messaging. You will be the voice of Twilio, acting as a subject matter expert for the API, delivering friendly, professional service, and translating complex technical issues for both technical and non-technical audiences via phone, email and chat.

The role requires hands-on troubleshooting, strong time-management, and the ability to develop workflows to stay efficient while following standard procedures.