Technical Support Expert 2

Twilio; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

An innovative company is seeking a Technical Support Engineer to provide exceptional customer experiences on their platform. This role involves leveraging technical skills to troubleshoot and resolve issues with Twilio's APIs and SDKs, ensuring customers receive the best support possible. With a focus on full-stack development, you'll work directly with clients, offering solutions and insights that drive product improvements. Join a vibrant team dedicated to making a global impact, where your contributions can shape the future of communication technology.

Benefits

Generous Time-Off

Parental Leave

Wellness Leave

Healthcare

Retirement Savings

Competitive Pay

Qualifications

• 2+ years of Technical Support Experience in a customer-facing role.
• Experience in Full-Stack Javascript development, including server-side and client-side code.

Responsibilities

• Address customer issues and provide feedback to Product and Engineering teams.
• Collaborate with developers to resolve complex problems and document customer pain points.

Skills

Technical Support Experience

Full-Stack Javascript Development

RESTful APIs

Troubleshooting Network Connectivity

Excellent Communication Skills

Customer-Centric Mindset

Tools

Node.js

Java

C#

JavaScript

TypeScript

React.js

Job description

Who we are

At Twilio, we’re shaping the future of communications 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 a 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 truly rewarding. Your career at Twilio is in your hands.

See yourself at Twilio.

Join the team as our next Technical Support Engineer 2 (LATAM) on Twilio’s Platform and Applications support team.

About the job

This Technical Support Engineering role exists to deliver an exceptional and human-centered customer experience to developers utilizing the Twilio platform. You will be the voice of Twilio in this customer-facing role, supporting Twilio’s APIs, SDKs, and programmable cloud products as a subject matter expert.

If you are passionate about full-stack web development, energized by working directly with customers, and enjoy solving complex problems, read on!

In this role, you will:

1. Use your strong technical and diplomatic skills to address customer issues and provide feedback to Twilio’s Product and Engineering teams.
2. Work with developers, architects, and support personnel from our customers and partners to resolve complex problems.
3. Leverage your troubleshooting experience with Quality of Service (QoS) issues.
4. Collaborate with your team to reproduce reported issues and provide solutions quickly.
5. Stay current on industry standards by reviewing internal knowledge.
6. Document customer pain points for product and process improvements.

Qualifications

Twilio values diverse experiences from all industries and encourages 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 new perspectives!

Required

• 2+ years of Technical Support Experience
• Full-Stack Javascript development experience, including troubleshooting server-side (Node.js, C#, Java) and client-side (JavaScript, TypeScript, React.js) code
• Understanding of Object-Oriented Programming (OOP)
• Experience with RESTful APIs, SDKs, and working with APIs
• Skills in troubleshooting network connectivity, TCP/UDP, SSL/TLS basics
• Excellent communication skills for technical and non-technical audiences via phone, video, or email
• Customer-centric mindset with strong empathy and dedication to customer experience

Desired

• Understanding of WebRTC
• Experience working with remote teams across different locations and time zones
• Strong time management, under pressure, and workflow development skills
• Ability to influence and build relationships at all organizational levels
• Interest in using customer feedback for product improvements

Location

This role is remote in Colombia.

Travel

Minimal travel is expected for in-person connection and relationship building.

What we offer

Competitive pay, generous time-off, parental and wellness leave, healthcare, retirement savings, and more, varying by location.

Our values

We solve problems, take initiative, and embrace new challenges, guided by our Twilio Magic values. We also support employees in building positive community impact through volunteering and donations.

If you're ready to unleash your potential, apply now! Not the right role? Check other openings.

Equal Opportunity Employer

We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or other protected characteristics. We consider qualified applicants with criminal histories in accordance with applicable laws. We participate in E-Verify where required and provide reasonable accommodations for disabilities. Contact [e-mail] for assistance.