Technical Support Expert 2

Twilio

. Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat.

Posted 4/29/2026full-timeRemote • 🇨🇴 ColombiaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat.
Assess the nature of product or service issues and resolve a variety of complex support problems.
Log customer interactions and tag/categorize issues accordingly.
Resolve a monthly volume of tickets consistent.
Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary.
Identify ways to improve existing processes and procedures.
Mentor newer members of the Customer Support team with customer issues.
Contribute content to knowledge base to support team and customer enablement.
Ensure Support SLAs and CSAT goals are consistently met, and ticket queues are well managed.
Incident report and On Call.

Requirements

What you’ll need

3-4 years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies
A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback
Experience communicating complex technical issues to both technical and non-technical audiences via phone or email
Strong, creative problem solving skills
Quick learner, willing to take initiative, and has great follow through
A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
A high-energy, optimistic outlook and positive attitude
An empathetic approach to troubleshooting and customer service
A demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in
Self Motivation - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others
Focus - Achieve what they set out to do before launching new initiatives. Complete company-linked goals and tasks, not simply to be busy and active
Experience with incident communication and on-call.
Experience with the following:
Supporting Email (or similar) REST API’s
Email Deliverability
JIRA/Confluence Experience (a plus)
Snowflake
Terminals (command prompt)

Benefits

Comp & perks

Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
A retirement savings program
Support for volunteering and donation efforts

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supporttechnical supportproblem solvingemail supportREST APIsemail deliverabilityincident communicationon-call supportticket managementknowledge base contribution

Soft Skills

customer focusempathyactive listeningdiplomatic communicationcalm under pressureprioritizationattention to detailself motivationownershippositive attitude