Technical Support Expert 2 (APIs)

TL;DR

Technical Support Expert 2 (APIs): Providing technical assistance for Twilio's platform, APIs, and SDKs with an accent on account reconciliation and data analysis for the Accounts & Billing team. Focus on resolving routine customer requests, managing escalations via Zendesk and other channels, and leveraging AI tools for efficiency.

Location: Remote (Must be based in Colombia)

Company

Twilio is a cloud communications platform that empowers businesses to craft personalized customer experiences using APIs and SDKs.

What you will do

• Resolve basic and routine customer requests and escalations via phone, email, chat, and Slack.
• Act as a subject matter expert for Twilio's APIs and SDKs within the Accounts & Billing team.
• Prioritize the support queue to maintain SLA compliance targets.
• Document all customer and internal interactions and contribute to Knowledge base articles.
• Utilize AI tools and automations to communicate efficiently with customers.
• Collaborate with senior technical resources to drive complex ticket resolutions.

Requirements

• 3+ years of professional experience.
• Experience with account reconciliation, data analysis, and technical troubleshooting.
• Fluency in English (verbal, listening, and writing).
• Must be based in Colombia.
• Availability for non-standard hours, including on-call rotations, weekends, and holidays.
• Strong problem-solving skills and attention to detail.

Nice to have

• Bachelor's Degree or equivalent certifications.
• Proficiency with SQL, database queries, Excel, and ZenDesk.
• Experience with Salesforce, Zuora, or other financial management software.
• Experience in escalation management and de-escalating complex situations.

Culture & Benefits

• Remote-first work culture with a focus on global inclusion.
• Competitive pay and generous time off.
• Comprehensive healthcare and retirement savings programs.
• Parental and wellness leave.
• Opportunities for professional growth and community volunteering support.