Technical Support Expert 2

Summary

Join Twilio as a Technical Support Engineer 2 (LATAM) and deliver exceptional customer experiences to developers using the Twilio platform. You will be the voice of Twilio, supporting APIs, SDKs, and cloud products. This role requires strong technical and diplomatic skills to address customer issues and provide feedback to product and engineering teams. You will collaborate with customers and partners to resolve complex problems and contribute to process improvements. The position may involve irregular shifts, including weekends and holidays, to ensure 24/7 customer support. This remote position is based in Colombia.

Requirements

• 2+ years of Technical Support Experience
• Full-Stack Javascript development experience with broad and deep capabilities to troubleshoot server-side code (including: Node.js, C#/Java, and Java) and client-side code (JavaScript, TypeScript, React.js)
• Understanding of OOP
• Working knowledge of RESTful architecture and experience working with APIs, and SDKs required
• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone, video or email mediums
• Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience
• Excellent written and verbal communication skills.  Obsessed with customer experience

Responsibilities

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially costly and far-reaching consequences
• Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues
• Collaborate with your team to reproduce reported issues and promptly provide solutions back to the customer
• Review internal knowledge to stay current on industry shifts and standards
• Assist your manager in process improvements by surfacing customer pain points to assist in process improvement

Preferred Qualifications

• Understanding of WebRTC is a plus
• Experience working collaboratively with team members in different geographic locations and time zones
• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures
• Ability to influence and build effective working relationships with all levels of the organization
• Interest in utilizing customer feedback to identify and drive improvements in our products

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program