Technical Support Expert

🕒 September 25

🇨🇴 Colombia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 46 days.
• Jobs at this company usually fill in 38 days.
• No salary listed.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• 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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