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Technical Support Expert 2

1 hour, 39 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

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 146

Description

  • Provide product support for customer inquiries via telephone, email, social media, and chat.
  • Assess product or service issues and resolve complex support problems.
  • Log customer interactions and accurately tag or categorize issues.
  • Serve as an escalation point for moderately complex support issues and coordinate with Product and Engineering as needed.
  • Identify and recommend improvements to support processes and procedures.
  • Mentor newer Customer Support team members on customer issues.
  • Contribute articles and updates to the knowledge base for internal and customer enablement.
  • Ensure Support SLAs and CSAT goals are met while managing ticket queues effectively.
  • Participate in incident reporting and on-call coverage.

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 communicating complex technical issues to both technical and non-technical audiences via phone or email.
  • Strong creative problem-solving skills.
  • Ability to learn quickly, take initiative, and follow through effectively.
  • Ability to stay calm and effective under higher workloads while prioritizing urgent situations.
  • 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 evolving customer needs.
  • Accountability, self-motivation, and focus on completing goals and tasks.
  • Experience with incident communication and on-call.
  • Experience supporting Email or similar REST APIs, Email deliverability, Snowflake, and terminal command prompts.
  • JIRA/Confluence experience, Reading/debugging HTML, SQL, Splunk, SFDC, QuickBooks, Zuora, Postman, or Zendesk experience preferred.

Benefits

  • Remote-first role based in Colombia.
  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare benefits.
  • Retirement savings program.
  • Occasional travel opportunities for team or project meetings.
  • Opportunities to support volunteering and donation efforts.

Interested in this position?

Apply directly on the company website

Apply Now

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