Technical Support Expert 2 (APIs and SDKs)

Location: Remote, based in Colombia; occasional travel may be required for project or team in-person meetings.

Company

Twilio provides communications solutions that help businesses and developers create personalized customer experiences through its platform.

What you will do

• Resolve basic and routine customer requests and escalations through email, phone, chat, Zendesk, Slack, and other support channels.
• Provide clear, empathetic explanations of Twilio platform concepts, APIs, and SDKs.
• Use AI tools, macros, runbooks, and other automations to improve support efficiency.
• Prioritize cases and meet SLA requirements across assigned channels.
• Document customer and internal interactions, contribute to knowledge articles, and maintain accurate ticket categorization.
• Escalate cases to senior technical resources when necessary and support ticket resolution.

Requirements

• At least 3 years of professional experience.
• Experience with account reconciliation or data analysis and technical troubleshooting.
• Fluent English proficiency in verbal communication, comprehension, listening, and writing.
• Availability for non-standard hours, including on-call rotations, weekends, and holidays.
• Ability to address customer concerns diplomatically and provide constructive feedback.
• Strong attention to detail, problem-solving, critical thinking, and ability to learn new products and technologies quickly.

Nice to have

• Bachelor’s degree or equivalent certifications and experience.
• Escalation management, de-escalation, and basic case management experience.
• Proficiency with Excel, SQL, database queries, and Zendesk.
• Experience with Salesforce, Zuora, or other financial management software.

Culture & Benefits

• Remote-first work environment with opportunities for team gatherings, functional off-sites, and customer meetings.
• Competitive pay and generous time off.
• Parental and wellness leave, healthcare, and a retirement savings program, varying by location.
• Opportunities to participate in volunteering and community support initiatives.

Hiring process

• Hiring decisions are made through a formal process involving real Twilio employees; AI tools may support process efficiency.