Technical Support Expert 2

Twilio
Colombia
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Problem-solving","Technical troubleshooting","Communication","De-escalation","Time management"]

Support customers using Twilio’s Programmable Messaging product, acting as a subject-matter expert for the Programmable Messaging API. Triage and resolve messaging deliverability issues from developers and major brands, guiding customers through SMS application development via phone, email, and chat. Debug customer code, troubleshoot technical problems, and collaborate with Product and Engineering teams through Slack while filing reproducible bugs and updating Jira and internal knowledge resources.

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FursaFursa
Twilio
Twilio
15 hours ago

Technical Support Expert 2

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Support customers using Twilio’s Programmable Messaging product, acting as a subject-matter expert for the Programmable Messaging API. Triage and resolve messaging deliverability issues from developers and major brands, guiding customers through SMS application development via phone, email, and chat. Debug customer code, troubleshoot technical problems, and collaborate with Product and Engineering teams through Slack while filing reproducible bugs and updating Jira and internal knowledge resources.
Location: Colombia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Handle messaging email cases from individual developers and major brands.
  • •Troubleshoot message deliverability issues and debug customer code.
  • •Guide customers through developing SMS applications via phone and chat.
  • •Collaborate with Product and Engineering teams via Slack, file Jira bugs, and review internal knowledge.
  • •Surface customer problems with your manager to improve processes.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceTime OffParental LeaveWellness StipendRetirement Savings

Key Requirements

  • •Bachelor’s degree or equivalent work experience.
  • •2+ years in a client-facing technical role, preferably supporting REST API or enterprise software.
  • •A firm understanding of web ecosystem technology stacks.
  • •Functional knowledge of general-purpose programming languages.
  • •Strong troubleshooting and de-escalation skills, with clear professional communication in live customer situations.
Experience:2+ yearsEnterprise softwareAPIsRESTWeb ecosystem
Education:Bachelor's
Skills:Problem-solvingTechnical troubleshootingCommunicationDe-escalationTime management
Tech Stack:Twilio Programmable Messaging APIProgrammable Messaging APIREST APIJiraSlack

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