Technical Support Expert 2

Twilio·Remote - ColombiaRemotemid

In short

→Soporte técnico especializado en mensajería programable de Twilio.
→Resuelves problemas técnicos de clientes por correo, chat y llamadas, ayudándolos a desarrollar aplicaciones SMS.
→Eres el puente entre clientes y equipos de producto/ingeniería, con enfoque en comunicación clara y resolución eficiente.

Proficiency in English required

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What they ask for

✓2+ años en soporte técnico con clientes, preferiblemente con APIs REST o software empresarial
✓Grado universitario o experiencia equivalente
✓Conocimiento sólido de pilas tecnológicas web
✓Capacidad para resolver problemas técnicos complejos
✓Habilidades avanzadas de comunicación con públicos técnicos y no técnicos
✓Experiencia con herramientas de soporte como Jira y Slack

Don't tick every box? That's normal — your free dossier shows your gaps and how to cover them in the interview.

Twilio Programmable MessagingREST APIWeb ecosystemGeneral-purpose programming laEmailChatPhoneSlackJiraInternal knowledge base

Who should you write to at Twilio?

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Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Technical Support Engineer 2 About the job This position is needed to support our customers’ use of Twilio’s Programmable Messaging product. This role will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s Programmable Messaging API. In addition, focus on providing friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums. Advanced time management skills are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures. Responsibilities In this role, you’ll: • Work on messaging email cases submitted by both individual developers and major brands. • Assist customers with troubleshooting message deliverability issues and debug customer code. • Speak with a customer on the phone and chat in order to guide them through the development of their SMS application. • Collaborate with your teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards. • Work with your manager to surface customer problems to assist in process betterment. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: • Bachelor’s degree or equivalent work experience • 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software • A firm understanding of the technology stacks common to the Web ecosystem. • Functional knowledge of general-purpose programming languages. • Strong problem-solving and technical troubles

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