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Technical Support Expert 2

Twilio· Customer Support
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Hybrid (Colombia)full-timePosted 4w ago

About the role

Technical Support Expert 2 for Twilio, focused on supporting customers’ use of the Twilio platform, acting as the voice of Twilio and subject matter expert for APIs and SDKs. Remote-first role based in Colombia, part of Accounts & Billing team, handling basic and routine customer requests, escalations, and documentation of interactions.

Responsibilities

  • Understands and resolves basic & routine customer requests, including customer escalations via phone/email/chat/side channel/live support or any other support/communication channel.
  • Communicates basic concepts to customers with appropriate empathy and urgency
  • Leverages Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers
  • Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets. Meet SLA requirements per channel/role
  • Document every customer interaction (email, phone, chat, side-channel communications). Document every internal interaction (research, cross-team engagement). Contributes to Knowledge articles.
  • Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution

Qualifications

  • 3+ years of experience
  • Experience with account reconciliation or data analysis, including technical troubleshooting skills
  • Fluency in English (verbal, comprehension, listening, and writing)
  • Availability to work non-standard, on-call rotation weekend and holiday hours
  • Ability to diplomatically address customer concerns and provide feedback
  • Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
  • Strong problem-solving skills and critical thinking

Skills

Required:English fluencyAccount reconciliationTechnical troubleshootingDocumentation

Benefits

  • Offering vary by location: competitive pay, generous time off, ample parental and wellness leave, healthcare, retirement savings program, and more
Last updated Sep 24, 2026. Interested? Apply on the company site.

About Twilio

Twilio platform for communications and programmable APIs across messaging, voice, video, and AI-enabled workflows.

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