Technical Support Expert

🔥 0 minutes ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Provide product support for customer inquiries via telephone, email, social media, and chat • Assess product or service issues and resolve complex support problems • Log customer interactions and tag/categorize issues • Resolve a consistent monthly ticket volume • Serve as the escalation point for moderately complex issues and escalate to Product and Engineering as necessary • Identify improvements to existing processes and procedures • Mentor newer Customer Support team members • Contribute knowledge-base content for team and customer enablement • Ensure Support SLAs and CSAT goals are met and ticket queues are well managed • Handle incident reporting and on-call responsibilities

🎯 Requirements

• 3-4 years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies • Demonstrated customer focus, empathy, active listening, and ability to diplomatically address customer concerns and provide feedback • Experience communicating complex technical issues to technical and non-technical audiences via phone or email • Strong, creative problem-solving skills • Ability to learn quickly, take initiative, and follow through • Ability to remain calm and effective under higher workloads and prioritize situational urgency • Attention to detail and ability to ramp up quickly on new products and technologies • Experience with incident communication and on-call • Experience supporting Email or similar REST APIs • Experience with Email Deliverability • Experience with Snowflake • Experience with terminals/command prompt • JIRA/Confluence experience is a plus • Reading/debugging HTML is a plus • SQL is a plus • Experience with Snowflake and Splunk is a plus • Experience with SFDC, QuickBooks, Zuora, or other financial management software and financial principles is a plus for some Billing roles • Postman or other API client experience • Zendesk is preferable

🏖️ 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