Twilio

2 weeks 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: 11 hours agoStatus: Live

Job Summary

Provide technical support to users of an email platform, handling customer inquiries across phone, email, chat, and social media. Diagnose and resolve complex product and service issues, log and categorize tickets, and maintain Support SLAs and CSAT goals. Serve as the escalation point for middle-complexity cases, mentor newer support team members, and contribute to the knowledge base. Ensure incident communication and support on-call as needed.

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide product support for customer inquiries via telephone, email, social media, and chat.
•Assess and resolve a variety of complex product or service issues.
•Log customer interactions and tag/categorize issues accordingly.
•Escalate middle complex issues within support to Product and Engineering teams as necessary.
•Mentor newer support team members and contribute content to the knowledge base to support customer enablement.

Travel: Low travel

Pay and Benefits

Perks:Parental LeaveHealth InsuranceRetirement Savings

Key Requirements

•3-4 years of experience in a client-facing customer/technical support role supporting Email, Communications, SaaS, or related technologies.
•Demonstrated customer focus including empathy, active listening, and the ability to diplomatically address concerns and provide feedback.
•Experience communicating complex technical issues to technical and non-technical audiences via phone or email.
•Strong problem-solving skills with the ability to stay calm at higher workloads, prioritize effectively, and evaluate urgency.
•Experience with incident communication and on-call, plus supporting Email (or similar) REST APIs and email deliverability.

Experience:3-4 yearsSaaSEmailCommunications

Skills:Customer focusEmpathyActive listeningProblem-solvingPrioritization

Languages:English

Tech Stack:EmailREST APIsJIRAConfluenceSnowflakeTerminalsHTMLSQLSplunkSFDCQuickBooksZuoraPostmanZendeskCommand prompt

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: 4.0

Website LinkedIn

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Twilio

2 weeks 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: 11 hours agoStatus: Live

Job Summary

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide product support for customer inquiries via telephone, email, social media, and chat.
•Assess and resolve a variety of complex product or service issues.
•Log customer interactions and tag/categorize issues accordingly.
•Escalate middle complex issues within support to Product and Engineering teams as necessary.
•Mentor newer support team members and contribute content to the knowledge base to support customer enablement.

Travel: Low travel

Pay and Benefits

Perks:Parental LeaveHealth InsuranceRetirement Savings

Key Requirements

•3-4 years of experience in a client-facing customer/technical support role supporting Email, Communications, SaaS, or related technologies.
•Demonstrated customer focus including empathy, active listening, and the ability to diplomatically address concerns and provide feedback.
•Experience communicating complex technical issues to technical and non-technical audiences via phone or email.
•Strong problem-solving skills with the ability to stay calm at higher workloads, prioritize effectively, and evaluate urgency.
•Experience with incident communication and on-call, plus supporting Email (or similar) REST APIs and email deliverability.

Experience:3-4 yearsSaaSEmailCommunications

Skills:Customer focusEmpathyActive listeningProblem-solvingPrioritization

Languages:English

Tech Stack:EmailREST APIsJIRAConfluenceSnowflakeTerminalsHTMLSQLSplunkSFDCQuickBooksZuoraPostmanZendeskCommand prompt

Company Brief

Twilio

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: 4.0

Website LinkedIn