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Personalized Support Expert 2

14 minutes ago
Colombia
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Confluence JIRA REST API Twilio Wireshark
Apply Now
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 155

Description

  • Handle a variety of Twilio products while supporting top-tier customers.
  • Partner with Technical Account Managers to advocate for customers and coordinate support.
  • Resolve customer issues and provide feedback to Twilio Product and Engineering teams.
  • Work with customer and partner developers, architects, and support personnel to troubleshoot complex problems.
  • Collaborate with internal teams and file JIRAs for reproducible bugs.
  • Prioritize urgent issues and manage customer needs within a fast-moving support queue.
  • Provide support coverage on an irregular schedule, including weekends and holidays when needed.
  • Guard the queue and help maintain 24x7x365 support coverage.

Requirements

  • Fluent in English, both written and oral.
  • 3+ years of experience in a client-facing technical role.
  • Experience supporting REST APIs and troubleshooting cloud solutions.
  • Experience working with top-tier customers.
  • Experience supporting customers with SLAs of 3 hours or less using a ticketing system such as Zendesk.
  • Strong task prioritization, urgency assessment, and time management skills.
  • Ability to develop efficient troubleshooting workflows while following standard processes and procedures.
  • Demonstrated customer-first mindset and ability to see issues from the customer’s perspective.
  • Enthusiasm for collaborating with other departments to find solutions.
  • Preferred experience with Twilio products.
  • Preferred experience with JIRA, Confluence, Airtable, and other project tools.
  • Preferred experience troubleshooting network connectivity issues.
  • Preferred telecom experience such as Carrier, SIP, or PBX, including reviewing PCAPs, using Wireshark, or working with messaging platforms.
  • This role is remote and based in Colombia.
  • Occasional travel may be required for project or team in-person meetings.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave.
  • Wellness leave.
  • Healthcare benefits.
  • Retirement savings program.
  • Remote-first work environment.
  • Opportunities to support volunteering and donation efforts.

Interested in this position?

Apply directly on the company website

Apply Now

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