Technical Support Expert
Twilio
full-time
Posted on:
Location Type: Remote
Location: Colombia
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Tech Stack
About the role
- Troubleshoot technical issues related to Voice, Platform Applications, and Segment
- Maintain customer promises by keeping tickets updated within SLA
- Use feedback to improve customer experience and debugging strategies
- Improve team efficiency by creating internal content and improving the KCS knowledge base
- Work closely with the product team and account team to improve customer satisfaction
- Participate in an on-call rotation to support our Enterprise level customers with paid support plans
Requirements
- 2+ years of technical customer support experience
- Ability to effectively communicate technical concepts; both written and verbal
- Javascript, APIs, and server side library experience
- Proficiency with SQL and writing queries
- Commitment to learning multiple technical products at a deep level
- Ability to work Mon-Fri 10am - 7pm, with future weekend rotations; Sun-Thurs or Tues-Sat
Benefits
- competitive pay
- generous time off
- ample parental and wellness leave
- healthcare
- a retirement savings program
- much more
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
JavascriptAPIsSQLserver side librariestechnical troubleshootingdebugging strategieswriting queriescustomer support
Soft Skills
effective communicationcustomer experience improvementteam efficiencycollaborationproblem-solving