Technical Support Expert 2

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

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands..

Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

See yourself at Twilio Join the team as Twilio’s next Technical Support Expert 2

About the job

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs. We are looking for our next Technical Support Expert 2 to join our Accounts & Billing team, who will be dedicated to understands and resolves basic & routine customer requests, identify customer escalations and Document every customer interaction. This is a customer facing role. Most customer interactions happen within Zendesk, with a few phone calls or chats, in-person meetings and Slack chats sprinkled in.

Responsibilities

• Understands and resolves basic & routine customer requests, including customer escalations via phone/email/chat/side channel/live support or any other support/communication channel.
• Communicates basic concepts to customers with appropriate empathy and urgency
• Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers
• Prioritize the queue based on status, priority, entitlement.
• Follow guidance prioritizing caseload to achieve SLA compliance targets.
• Meet SLA requirements per channel/role
• Document every customer interaction (email, phone, chat, side-channel communications).
• Document every internal interaction (research, cross-team engagement).
• Contributes to Knowledge articles.
• Follow established guidelines on tagging, categorizing, merging tickets.
• Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets.
• Escalate to senior technical resources to drive ticket resolution

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required: 3+ years of experience Experience with account reconciliation or data analysis, including technical troubleshooting skills Fluency in English (verbal, comprehension, listening, and writing) Availability to work non-standard, on-call rotation weekend and holiday hours Ability to diplomatically address customer concerns and provide feedback Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs Strong problem-solving skills and critical thinking

Desired: Bachelor's Degree or equivalent certifications and work experience Escalation Management: Knowing when to escape and ability to de-escalate difficult/complex customer situations in a live environment Basic case management experience/skills Proficiency with Excel, SQL, database queries, ZenDesk Experience with Salesforce, Zuora or other financial management software

Location

This role will be remote, and based in Colombia.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be…