Technical Support Expert 2 (SaaS)

TL;DR

Technical Support Expert 2 (SaaS): Providing high-quality technical support for the Email platform with an accent on resolving complex customer inquiries and managing incident escalations. Focus on mentoring team members, improving support processes, and ensuring consistent adherence to SLAs and CSAT goals.

Location: Must be based in Colombia

Company

Twilio is a global leader in cloud communications, empowering developers and businesses to build personalized customer experiences through innovative software solutions.

What you will do

• Provide multi-channel product support via phone, email, social media, and chat.
• Resolve complex technical issues and act as an escalation point for the support team.
• Collaborate with Product and Engineering teams to address critical service issues.
• Mentor newer team members and contribute to the internal knowledge base.
• Manage ticket queues while maintaining high standards for SLAs and customer satisfaction.
• Handle incident reporting and participate in on-call rotations.

Requirements

• Must be based in Colombia
• 3-4 years of experience in a client-facing technical support role for SaaS or communications technologies.
• Strong proficiency in supporting Email REST APIs and understanding email deliverability.
• Proven ability to communicate complex technical concepts to diverse audiences.
• Experience with incident management and on-call responsibilities.
• Proficiency with command-line interfaces and troubleshooting tools.

Nice to have

• Experience with SQL, Snowflake, Splunk, and Zendesk.
• Ability to read and debug HTML.
• Familiarity with JIRA, Confluence, and financial management software like SFDC or Zuora.

Culture & Benefits

• Competitive compensation and comprehensive healthcare coverage.
• Generous time off, parental leave, and wellness programs.
• Retirement savings plans.
• Strong culture of global inclusion and remote-first collaboration.
• Opportunities for professional growth and community impact through volunteering.