Remote Technical Support Expert II - Email Platform

Twilio Inc.; Colombia; Remote; COP 66,960,000 - 100,440,000; Full time

Job summary

Twilio is a remote-first company; this role sits on the Support team, delivering excellent technical assistance for the Email platform from your home in Colombia. You will use customer-first thinking, strong communication, and technical know-how to help users and resolve issues.

You’ll handle inquiries via phone, email, social channels and chat, escalate to Product and Engineering as needed, mentor teammates, and contribute to the knowledge base while ensuring SLAs and CSAT targets are met.

Qualifications

• 3–4 years in a client-facing customer/technical support role.
• Strong customer focus, empathy, active listening.
• Explain complex technical issues to varied audiences via phone or email.
• Willingness to learn quickly and take initiative.
• Ability to stay calm under high workloads and prioritize.
• Empathetic troubleshooting approach.
• Attention to detail and quick ramp-up on new products.

Responsibilities

• Provide product support via phone, email, social, and chat.
• Assess and resolve complex product issues.
• Log interactions and categorize issues.
• Escalate to Product and Engineering as needed.
• Mentor newer team members.
• Contribute to knowledge base and enablement.
• Meet Support SLAs and CSAT goals; manage queues.
• Handle incident reports and on-call duties.

Skills

Customer focus

Active listening

Communication skills

Problem solving

Ownership

Initiative

Mentoring

On-call experience

Time management

Adaptability

Tools

JIRA/Confluence

Postman

Zendesk

SFDC

QuickBooks

Zuora

Snowflake

Command line

Job description

Twilio is a remote-first company; this role sits on the Support team, delivering excellent technical assistance for the Email platform from your home in Colombia. You will use customer-first thinking, strong communication, and technical know-how to help users and resolve issues.

You’ll handle inquiries via phone, email, social channels and chat, escalate to Product and Engineering as needed, mentor teammates, and contribute to the knowledge base while ensuring SLAs and CSAT targets are met.