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Technical Support Expert 2

Twilio· Customer Support
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Hybrid (Colombia)full-timePosted 3w ago

About the role

Technical Support Engineer 2 role supporting Twilio's Programmable Messaging product, acting as a subject matter expert for the API and delivering professional technical assistance to developers and brands via phone, email, and chat.

Responsibilities

  • 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 teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review 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

  • 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 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.

Skills

Required:REST APIProgramming languagesTroubleshootingCommunicationCustomer service

Benefits

  • competitive pay
  • generous time off
  • parental and wellness leave
  • healthcare
  • retirement savings program
Last updated Oct 1, 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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