Technical Support Expert

• 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

• 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

• 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