Technical Support Expert 2 - Messaging

Summary

Join Twilio as a Technical Support Expert 2 - Messaging and support customers using Twilio’s Programmable Messaging product. Function as the voice of Twilio, providing expert support and friendly customer service. Troubleshoot message deliverability issues, debug customer code, and guide customers through SMS application development. Collaborate with teammates and other Twilio teams, report bugs, and contribute to process improvement. This remote role, based in Colombia, requires strong problem-solving skills and experience supporting REST APIs or enterprise software. Occasional travel may be required.

Requirements

• Bachelor’s degree or equivalent work experience
• 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
• A firm understanding of the technology stacks common to the Web ecosystem
• Functional knowledge of general-purpose programming languages (Python, PHP, etc)
• Strong problem-solving and technical troubleshooting skills
• Ability to professionally and diplomatically address customer concerns and provide concise feedback
• Ability to de-escalate tense/tough customer situations in a live environment
• Excellent reading comprehension, listening, and writing skills

Responsibilities

• Work on messaging cases submitted via email by both individual developers and major brands
• Assist customers with troubleshooting message deliverability issues and debug customer code
• Speak with customers on the phone and chat in order to guide them through the development of their SMS application
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with process and product knowledge
• Surface customer problems to assist in process betterment and foster continuous improvement

Preferred Qualifications

• Previous exposure or knowledge of Twilio products
• Coding experience in any language. (reading and debugging)
• Previous experience with JIRA, ZenDesk or a similar ticketing system

Benefits

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