Tech Support Engineer II - Messaging API Specialist Remote

Twilio Inc.; Colombia; A distancia; COP 42.000.000 - 70.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Generous time off

Healthcare

Descripción de la vacante

Twilio Inc. is seeking a Technical Support Engineer 2 to help customers use the Programmable Messaging API. You will act as the voice of Twilio, delivering friendly, professional service, and translating complex technical issues for both developers and non-technical stakeholders.

Based remotely in Colombia, you’ll collaborate with cross-functional teams, manage escalations, and contribute to continuous improvements while maintaining high customer satisfaction across the AMER region.

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 tech stacks and programming basics.
• Strong problem-solving and troubleshooting abilities.
• Ability to address customer concerns professionally and de-escalate in live environments.
• Experience with JIRA or similar ticketing systems.

Responsabilidades

• Handle messaging email cases from developers and major brands.
• Troubleshoot message deliverability issues and debug customer code.
• Guide customers through SMS application development via phone and chat.
• Collaborate with product/engineering via Slack; file bugs in Jira and update knowledge base.
• Work with manager to surface customer problems for process improvement.

Conocimientos

Client-facing tech role

REST API knowledge

Programming basics

Twilio product familiarity

De-escalation skills

JIRA usage

Educación

Bachelor’s degree or equivalent work experience

Herramientas

JIRA

Descripción del empleo

Twilio Inc. is seeking a Technical Support Engineer 2 to help customers use the Programmable Messaging API. You will act as the voice of Twilio, delivering friendly, professional service, and translating complex technical issues for both developers and non-technical stakeholders.

Based remotely in Colombia, you’ll collaborate with cross-functional teams, manage escalations, and contribute to continuous improvements while maintaining high customer satisfaction across the AMER region.