Technical Support Expert
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Job Description
Technical Support Expert supporting Twilio’s Programmable Messaging API and SMS application customers. Troubleshooting deliverability, debugging code, and resolving technical issues remotely from Colombia.
Responsibilities:
- Support customers’ use of Twilio’s Programmable Messaging product
- Act as the voice of Twilio for customers and partners
- Serve as a subject matter expert for Twilio’s Programmable Messaging API
- Handle messaging email cases from individual developers and major brands
- Troubleshoot message deliverability issues and debug customer code
- Guide customers by phone and chat through development of SMS applications
- Collaborate with teammates and Twilio Product and Engineering teams via Slack
- File Jira tickets to report reproducible bugs
- Review the internal knowledge base to stay current with industry shifts and standards
- Surface customer problems to the manager to improve processes
Requirements:
- Bachelor’s degree or equivalent work experience
- 2+ years of experience in a client-facing technical role, preferably supporting REST API or enterprise software
- Firm understanding of technology stacks common to the Web ecosystem
- Functional knowledge of general-purpose programming languages
- Strong problem-solving and technical troubleshooting skills
- Ability to professionally and diplomatically address customer concerns and provide concise feedback
- Ability to de-escalate tense/tough customer situations in a live environment
- Excellent reading comprehension, listening, and writing skills
- Role based in Colombia while supporting the AMER time zone
Benefits:
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- Volunteering and donation support
- Remote-first work arrangement
- Occasional travel to project or team in-person meetings
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