Remote Technical Support Expert II - Email SaaS

Twilio Inc.; Colombia; Remoto; COP 45.000.000 - 75.000.000; Tempo pieno

Descrizione del lavoro

Twilio Inc. is hiring a Technical Support Expert 2 to join the global Support team. You will provide expert support for our Email platform, helping customers resolve technical issues while maintaining a customer-first mindset.

Ideal candidates have 3–4 years in client-facing technical support, strong problem-solving, and experience with Email REST APIs, Jira/Confluence, Snowflake or Zendesk. This remote role is based in Colombia and may involve occasional travel for team meetings.

Competenze

• 3-4 years experience in a client-facing customer/technical support role for Email, SaaS or related tech.
• History of customer focus, empathy, listening, and diplomatic feedback to customers.
• Ability to explain complex technical issues to technical and non-technical audiences by phone or email.
• Strong problem solving, quick learning, initiative and follow-through.

Mansioni

• Provide product support for inquiries via phone, email, social media and chat.
• Assess issues and resolve complex support problems.
• Log interactions and categorize issues.
• Escalate to Product/Engineering when needed and mentor newer team members.
• Contribute to knowledge base and ensure SLAs/CSAT targets are met.

Conoscenze

Client-facing

Technical support

Email platforms

API communication

Incident management

On-call experience

Communication skills

Strumenti

JIRA/Confluence

Snowflake

Zendesk

Descrizione del lavoro

Twilio Inc. is hiring a Technical Support Expert 2 to join the global Support team. You will provide expert support for our Email platform, helping customers resolve technical issues while maintaining a customer-first mindset.

Ideal candidates have 3–4 years in client-facing technical support, strong problem-solving, and experience with Email REST APIs, Jira/Confluence, Snowflake or Zendesk. This remote role is based in Colombia and may involve occasional travel for team meetings.