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

Telecommunication Services

5K-10K (8156)

Founded 2008

110 open positions

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Technical Support Expert 2

15 hours, 36 minutes ago

Colombia

Full-time

Mid Level

Technical Support Engineer

Customer and Technical Support

Confluence HTML JIRA Postman REST API Salesforce Snowflake Splunk SQL Twilio

Apply Now

Twilio

Diversified Telecommunication Services

5K-10K

Founded 2008

View All Jobs 110

Description

Provide product support for customer inquiries received via phone, email, social media, and chat.
Assess and resolve complex product and service issues.
Log customer interactions and accurately tag and categorize support cases.
Act as an escalation point for moderately complex support issues and involve Product and Engineering teams when needed.
Identify and implement improvements to support processes and procedures.
Mentor newer Customer Support team members on customer issues.
Contribute knowledge base content to improve team and customer enablement.
Ensure support SLAs and CSAT goals are met and ticket queues are managed effectively.
Handle incident reporting and on-call responsibilities.

Requirements

3-4 years of experience in a client-facing customer or technical support role supporting Email, Communications, SaaS, or related technologies.
Demonstrated customer focus, empathy, active listening, and ability to diplomatically address customer concerns.
Experience explaining complex technical issues to both technical and non-technical audiences via phone or email.
Strong creative problem-solving skills.
Quick learner with initiative and strong follow-through.
Ability to stay calm and effective under higher workloads while prioritizing urgent issues.
High-energy, optimistic outlook and positive attitude.
Empathetic approach to troubleshooting and customer service.
Strong attention to detail and ability to ramp up quickly on new products, technologies, and changing customer needs.
Accountability, self-motivation, and focus on completing company-linked goals and tasks.
Experience with incident communication and on-call.
Experience supporting Email or similar REST APIs, email deliverability, Snowflake, and terminal/command prompt tools.
JIRA and Confluence experience is a plus.
Reading and debugging HTML is a plus.
SQL knowledge is a plus.
Snowflake and Splunk experience is a plus.
Experience with SFDC, QuickBooks, Zuora, or other financial management software and financial principles is a plus for some billing-related roles.
Postman or another API client is a plus.
Zendesk experience is preferable.

Benefits

Competitive pay.
Generous time off.
Parental leave and wellness leave.
Healthcare coverage.
Retirement savings program.
Remote work based in Colombia.
Occasional travel for project or team in-person meetings.
Opportunities to support volunteering and donation efforts through Twilio's community impact programs.

Interested in this position?

Apply directly on the company website

Apply Now

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