Technical Support Expert

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Assist customers in utilizing Twilio’s Programmable Messaging product.

• Represent Twilio’s voice for both customers and partners.

• Act as a subject matter expert concerning Twilio’s Programmable Messaging API.

• Manage messaging email inquiries from both individual developers and large brands.

• Diagnose message deliverability challenges and troubleshoot customer code.

• Provide guidance to customers via phone and chat on the development of SMS applications.

• Work collaboratively with team members and Twilio’s Product and Engineering teams using Slack.

• Submit Jira tickets to report any reproducible bugs.

• Review the internal knowledge base to remain updated on industry changes and standards.

• Bring customer issues to the manager’s attention to enhance processes.

⛳️ Requirements

• A Bachelor’s degree or equivalent professional experience.

• Over 2 years of experience in a client-facing technical position, ideally supporting REST APIs or enterprise software.

• Solid understanding of technology stacks prevalent in the Web ecosystem.

• Practical knowledge of general programming languages.

• Strong skills in problem-solving and technical troubleshooting.

• Capacity to address customer concerns professionally and diplomatically while providing clear feedback.

• Ability to de-escalate challenging customer situations in a live setting.

• Exceptional reading comprehension, listening, and writing abilities.

• This role is based in Colombia and supports the AMER time zone.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Extensive parental and wellness leave.

• Comprehensive healthcare coverage.

• Retirement savings program.

• Support for volunteering and donations.

• Remote-first working environment.

• Occasional travel for project or team meetings in person.