Technical Support Expert – Level 2

🕒 June 5

🇨🇴 Colombia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 32%

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

• Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores. • Provide timely and concise updates on significant issues, incidents, and escalated cases, including challenges in processes, and proactively communicate with customers to offer updates and next steps. • Continuously identify and implement improvements to processes and procedures to enhance customer experience and service excellence in collaboration with global Onboarding and Compliance teams. • Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs.

🎯 Requirements

• Fluency in English & Spanish. • Solid technical skills: experience in common enterprise OSs. • Experience providing ticket support. • Experience providing live support: chat support, phone support, Zoom support or similar. • Experience with using Knowledge Database tools to search databases, create custom queries, and generate reports. • A demonstrated history of customer focus and empathy, including the ability to communicate complex issues to both technical and non-technical audiences. • Eagerness to learn new things, build expertise and support others in the field. • Experience handling escalations effectively and efficiently. • To work weekends and holidays as needed. Advance notice will always be provided before any such scheduling.

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • A retirement savings program • Much more