Twilio

1 week 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: 22 hours agoStatus: Live

Job Summary

Provide customer-facing support for Twilio’s platform as a subject matter expert for Twilio APIs and SDKs. Resolve basic and routine customer requests, handle escalations across channels, and meet SLA targets. Use Zendesk and Twilio automations (e.g., macros) to communicate efficiently, document every interaction, and contribute to knowledge articles while escalating to senior technical resources 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 and manage escalations via phone, email, chat, or other support channels.
•Communicate basic concepts to customers with empathy and urgency.
•Use Twilio AI tools and automations (macros and related tools) to assist and efficiently communicate with customers.
•Prioritize queues by status, priority, entitlement, and follow guidance to meet SLA targets per channel/role.
•Document every customer and internal interaction, contribute to knowledge articles, follow ticket tagging/categorization guidelines, and escalate complex cases to senior technical resources.

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsParental LeaveWellness Stipend

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 for non-standard on-call rotation, including weekend and holiday hours.
•Ability to diplomatically address customer concerns and provide feedback, with strong problem-solving and attention to detail.

Experience:3+ years

Skills:EmpathyCommunicationProblem-solvingCritical thinkingAttention to detail

Languages:English

Tech Stack:ZendeskSlackTwilio APIsTwilio SDKsExcelSQLSalesforceZuoraMacrosRunbooks/wiki

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

1 week 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: 22 hours agoStatus: Live

Job Summary

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 and manage escalations via phone, email, chat, or other support channels.
•Communicate basic concepts to customers with empathy and urgency.
•Use Twilio AI tools and automations (macros and related tools) to assist and efficiently communicate with customers.
•Prioritize queues by status, priority, entitlement, and follow guidance to meet SLA targets per channel/role.
•Document every customer and internal interaction, contribute to knowledge articles, follow ticket tagging/categorization guidelines, and escalate complex cases to senior technical resources.

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsParental LeaveWellness Stipend

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 for non-standard on-call rotation, including weekend and holiday hours.
•Ability to diplomatically address customer concerns and provide feedback, with strong problem-solving and attention to detail.

Experience:3+ years

Skills:EmpathyCommunicationProblem-solvingCritical thinkingAttention to detail

Languages:English

Tech Stack:ZendeskSlackTwilio APIsTwilio SDKsExcelSQLSalesforceZuoraMacrosRunbooks/wiki

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