Remote Technical Support Specialist II

Twilio Inc.; Colombia; Remote; COP 36,000,000 - 60,000,000; Full time

Benefits offered by this job

Healthcare

Wellness leave

Retirement plan

Remote-friendly culture

Job summary

Twilio, a remote-first company, is hiring a Technical Support Expert 2 based in Colombia to support customers using the Twilio platform and to be the subject matter expert for APIs and SDKs.

You will resolve basic and routine requests, document every interaction, and communicate with empathy across channels (email, chat, phone, Slack). The role is customer-facing, with some in-person meetings when required and ad-hoc travel.

Qualifications

• English fluency required (verbal, written).
• 3+ years in technical support or similar roles.
• Strong data analysis and troubleshooting skills.

Responsibilities

• Resolve basic and routine customer requests and escalations.
• Communicate concepts with empathy and urgency.
• Use AI tools and macros to assist customers efficiently.
• Document every interaction and internal note.
• Escalate to senior resources to drive ticket resolution.

Skills

English fluency

3+ years experience

Data analysis

Technical troubleshooting

Customer communication

Education

Bachelor's Degree or equivalent

Tools

Excel

SQL

Zendesk

Salesforce

Zuora

Job description

Twilio, a remote-first company, is hiring a Technical Support Expert 2 based in Colombia to support customers using the Twilio platform and to be the subject matter expert for APIs and SDKs.

You will resolve basic and routine requests, document every interaction, and communicate with empathy across channels (email, chat, phone, Slack). The role is customer-facing, with some in-person meetings when required and ad-hoc travel.