Technical Support Expert 2

Twilio is seeking a Technical Support Expert 2 to join their Platform and Applications support team. This remote role is based in Colombia. The ideal candidate will deliver exceptional customer experiences to developers using the Twilio platform, acting as the voice of Twilio and a subject matter expert on its APIs, SDKs, and programmable cloud products.

The Technical Support Engineer will address customer issues, provide feedback to product and engineering teams, and collaborate with developers and support personnel to resolve complex problems. They will also troubleshoot Quality of Service (QoS) issues, reproduce reported issues, and document customer pain points for product improvements.

In this role, the candidate will:

• Address customer issues using technical and diplomatic skills.
• Provide customer feedback to Twilio’s Product and Engineering teams.
• Work with customers and partners to resolve complex problems.
• Troubleshoot and resolve Quality of Service (QoS) issues.
• Collaborate with the team to reproduce reported issues and provide solutions.
• Review internal knowledge to stay current on industry shifts and standards.
• Document customer pain points for product and process improvements.

Requirements for this role include:

• 2+ years of Technical Support Experience
• Full-Stack Javascript development experience with Node.js, C#, Java, JavaScript, TypeScript, React.js.
• Understanding of OOP.
• Working knowledge of RESTful architecture and experience working with APIs, and SDKs.
• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
• High competency in communicating complex technical issues to both technical and non-technical audiences.
• Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.
• Excellent written and verbal communication skills.
• Obsessed with customer experience.

Twilio offers:

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