Remote Technical Support Pro II – API & Billing

Gohyred; United States; Remote; USD 13,000 - 23,000; Full time

Benefits offered by this job

Healthcare

Retirement plan

Paid time off

Parental leave

Wellness program

Remote-friendly

Job summary

Twilio is hiring a Technical Support Expert 2 to support customers using the Twilio platform. You will be the voice of Twilio for customers and partners, acting as a subject matter expert for APIs and SDKs, primarily via Zendesk, with some calls or chats.

You will join the Accounts & Billing team, handling routine requests, documenting interactions, and escalating complex issues as needed from a remote-based role in Colombia.

Qualifications

• 3+ years of experience in a customer-facing or technical support role.
• Strong English communication across channels.
• Ability to work on-call weekends and holidays.

Responsibilities

• Resolve basic and routine customer requests and escalations.
• Explain concepts with empathy and urgency.
• Leverage AI tools and macros to communicate with customers.
• Prioritize queue to meet SLA targets.
• Document every interaction and contribute to knowledge base.
• Escalate to senior technical resources when needed.

Skills

Fluent English

Data analysis

Troubleshooting

Customer service

Excel

SQL

Education

Bachelor's Degree or equivalent

Tools

Zendesk

Salesforce

Zuora

Job description

Twilio is hiring a Technical Support Expert 2 to support customers using the Twilio platform. You will be the voice of Twilio for customers and partners, acting as a subject matter expert for APIs and SDKs, primarily via Zendesk, with some calls or chats.

You will join the Accounts & Billing team, handling routine requests, documenting interactions, and escalating complex issues as needed from a remote-based role in Colombia.