Technical Support Expert 2 (Email/SaaS)

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

Company

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

What you will do

• Provide product support for Email platform inquiries through telephone, email, social media, and chat.
• Assess and resolve complex product and service issues, recording and categorizing customer interactions.
• Handle monthly ticket volumes, maintain queues, and meet Support SLAs and CSAT goals.
• Act as an escalation point for moderately complex issues and coordinate escalations with Product and Engineering.
• Mentor newer Customer Support team members and contribute to knowledge-base content.
• Identify process improvements and participate in incident reporting and on-call activities.

Requirements

• 3–4 years of experience in a client-facing customer or technical support role supporting Email, Communications, SaaS, or related technologies.
• Customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback.
• Experience communicating complex technical issues to technical and non-technical audiences by phone or email.
• Strong creative problem-solving skills, initiative, quick learning ability, follow-through, prioritization, and situational-urgency evaluation.
• Ability to remain calm and effective under higher workloads, with attention to detail and the ability to ramp up quickly on new products, technologies, and evolving customer or business needs.
• Accountability, self-motivation, focus, ownership of outcomes, and a positive, optimistic attitude.
• Experience with incident communication and on-call work.
• Experience supporting Email or similar REST APIs, email deliverability, Snowflake, and terminals or command prompt.

Nice to have

• JIRA/Confluence experience.
• Reading and debugging HTML.
• SQL.
• Snowflake and Splunk.
• Experience with SFDC, QuickBooks, Zuora, or other financial management software and financial principles for billing-related roles.
• Postman or another API client.
• Zendesk experience.

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, functional off-sites, customer meetings, or project meetings.
• Competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program; offerings vary by location.
• Inclusive culture focused on connection, customer empathy, initiative, problem solving, and collaboration.
• Support for employee volunteering and donation efforts.

Hiring process

• Hiring decisions are made by Twilio employees, with artificial intelligence used to help make the process more efficient.
• A formal interview process is required; interviews are not conducted exclusively through text-based messaging applications.