Remote Technical Support Engineer, Messaging API Expert

Praxy; Colombia; A distancia; COP 160.032.000 - 240.048.000; Jornada completa

Descripción de la vacante

Twilio is hiring a Technical Support Engineer 2 to assist customers using our Programmable Messaging API. You will act as the voice of Twilio, resolving complex technical issues and communicating clearly to both technical and non-technical audiences via phone, email, and chat.

Based in Colombia and remote-first, you will manage cases from developers and major brands, collaborate with product and engineering teams, and help optimize customer workflows while maintaining high service standards.

Formación

• 2+ years in a client-facing technical role, preferably supporting REST API or enterprise software.
• Strong problem-solving and technical troubleshooting skills.
• Clear written and spoken communication with customers.
• Ability to de-escalate tense customer situations in live environments.
• Familiarity with Jira or similar ticketing systems.

Responsabilidades

• Handle messaging email cases from developers and brands.
• Troubleshoot message deliverability issues and debug customer code.
• Guide customers through SMS application development via phone and chat.
• Collaborate with teammates and Product/Engineering teams; file bugs in Jira.
• Raise customer problems to management to improve processes.

Conocimientos

Client-facing tech

REST API knowledge

Web tech stacks

Programming basics

Problem solving

De-escalation

Educación

Bachelor’s degree or equivalent work experience

Herramientas

JIRA

Slack

Descripción del empleo

Twilio is hiring a Technical Support Engineer 2 to assist customers using our Programmable Messaging API. You will act as the voice of Twilio, resolving complex technical issues and communicating clearly to both technical and non-technical audiences via phone, email, and chat.

Based in Colombia and remote-first, you will manage cases from developers and major brands, collaborate with product and engineering teams, and help optimize customer workflows while maintaining high service standards.