Technical Support Expert 2 (Programmable Messaging)

Location: Remote, based in Colombia; support for the AMER time zone. Occasional travel may be required for project or team meetings.

Company

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

What you will do

• Support developers, enterprise customers, and major brands using the Programmable Messaging product.
• Troubleshoot message deliverability issues and debug customer code.
• Guide customers through SMS application development by phone, email, and chat.
• Explain complex technical issues to technical and non-technical audiences.
• Collaborate with Product and Engineering through Slack, file Jira tickets for reproducible bugs, and maintain internal knowledge.
• Identify recurring customer problems and contribute to process improvements.

Requirements

• Bachelor’s degree or equivalent work experience.
• At least 2 years of experience in a client-facing technical role, preferably supporting REST APIs or enterprise software.
• Understanding of common Web technology stacks and general-purpose programming languages.
• Strong technical troubleshooting, problem-solving, communication, and writing skills.
• Ability to de-escalate difficult customer situations and provide concise, professional feedback.
• Ability to work remotely from Colombia while supporting the AMER time zone.

Nice to have

• Knowledge of Twilio products.
• Coding experience in any language, including reading and debugging code.
• Experience with Jira or a similar ticketing system.

Culture & Benefits

• Remote-first work with occasional in-person team, functional, or customer meetings.
• Competitive pay and generous paid time off.
• Parental and wellness leave.
• Healthcare and retirement savings programs, varying by location.
• Opportunities to participate in volunteering and community impact initiatives.

Hiring process

• Hiring decisions are made by Twilio employees, with artificial intelligence used to support hiring efficiency.
• A formal interview process is required; recruitment is not conducted exclusively through text-based messaging apps.