Technical Support Expert 2

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.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio's next Technical Support Expert 2. You'll initially onboard on Segment products, and then expand your expertise to include Voice and Platform Applications!

About the job

This position is needed to help customers solve complex problems.

The main responsibility of a Technical Support Engineer is to troubleshoot and provide answers, share standard methodologies, and solve technical issues that Twilio customers are facing. Customer interactions happen within Zendesk, and occasionally over phone calls (Zoom) or chat. TSEs also spend time updating technical documentation, identifying product defects, improving training resources, and attending and leading team office hours and ticket walkthroughs.

Responsibilities

In this role, you’ll:

• Troubleshoot technical issues related to Voice, Platform Applications, and Segment

• Maintain customer promises by keeping tickets updated within SLA

• Use feedback to improve customer experience and debugging strategies

• Improve team efficiency by creating internal content and improving the KCS knowledge base

• Work closely with the product team and account team to improve customer satisfaction

• Participate in an on-call rotation to support our Enterprise level customers with paid support plans

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:

• 2+ years of technical customer support experience

• Ability to effectively communicate technical concepts; both written and verbal

• Javascript, APIs, and server side library experience

• Proficiency with SQL and writing queries

• Commitment to learning multiple technical products at a deep level

• Ability to work Mon-Fri 10am - 7pm, with future weekend rotations; Sun-Thurs or Tues-Sat

Desired:

• Technical customer support experience with enterprise software in a related industry

• Experience using Zendesk and JIRA

• Experience updating technical documentation through KCS

Location

This role will be remote, 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 the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.