Technical Support Expert 2

Twilio
Colombia
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Empathy","Communication","Problem-solving","Critical thinking","Attention to detail"]

Support customers using the Twilio platform by resolving basic and routine requests, handling escalations, and acting as a subject matter expert for Twilio APIs and SDKs. Triage and prioritize cases to meet SLA targets across channels, communicate with empathy and urgency, use AI tools, macros, runbooks/wiki, and document every customer and internal interaction. Contribute to knowledge articles and escalate when needed.

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FursaFursa
Twilio
Twilio
16 hours ago

Technical Support Expert 2

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Support customers using the Twilio platform by resolving basic and routine requests, handling escalations, and acting as a subject matter expert for Twilio APIs and SDKs. Triage and prioritize cases to meet SLA targets across channels, communicate with empathy and urgency, use AI tools, macros, runbooks/wiki, and document every customer and internal interaction. Contribute to knowledge articles and escalate when needed.
Location: Colombia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Resolve basic and routine customer requests, including escalations via phone/email/chat or other support channels.
  • •Communicate basic concepts to customers with appropriate empathy and urgency.
  • •Use Twilio AI tools and automations (e.g., macros) to assist with efficient customer communications.
  • •Prioritize queues by status, priority, and entitlement to meet SLA compliance targets.
  • •Document every customer and internal interaction and contribute to knowledge articles; follow tagging guidelines and escalate to senior technical resources when needed.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceParental LeaveWellness StipendRetirement SavingsPaid Leave

Key Requirements

  • •3+ years of experience.
  • •Experience with account reconciliation or data analysis, including technical troubleshooting skills.
  • •Fluency in English (verbal, comprehension, listening, and writing).
  • •Availability to work non-standard hours, including on-call rotation for weekend and holiday hours.
  • •Demonstrated attention to detail with the ability to quickly ramp up on new products and evolving customer needs.
Experience:3+ yearsCustomer supportCommunicationsDeveloper platform
Education:Bachelor's
Skills:EmpathyCommunicationProblem-solvingCritical thinkingAttention to detail
Languages:English
Tech Stack:Twilio APIsTwilio SDKsZendeskSlackExcelSQLSalesforceZuoraMacrosRunbooksWiki

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn