Technical Support Expert 2
Remote · Colombia
Job Summary
Technical Support Engineer 2 for Twilio’s Programmable Messaging API. The role acts as the voice of Twilio to customers and partners, serving as a subject-matter expert, providing friendly and professional customer service, and solving complex technical issues via phone, email, and chat. Responsibilities include handling messaging email cases from developers and brands, troubleshooting deliverability issues, guiding customers through SMS application development, collaborating with Product and Engineering teams, and surfacing customer problems to improve processes. Requires strong communication, problem-solving, and ability to work under pressure; remote-first with occasional travel in Colombia.
Required Qualifications
- Bachelor’s degree or equivalent work experience
- 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
- Firm understanding of technology stacks common to the Web ecosystem
- Functional knowledge of general-purpose programming languages
- Strong problem-solving and technical troubleshooting skills
- Ability to professionally and diplomatically address customer concerns and provide concise feedback
- Ability to de-escalate tense/tough customer situations in a live environment
- Excellent reading comprehension, listening, and writing skills
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