Technical Support Engineer 2

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. .

Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. .

See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 2 Colombia on Twilio’s Voice, Platform Application & Segment teams (VSPA)

About the job

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.

This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days.

Responsibilities

In this role, you’ll:

Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.

Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.

Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.

Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.

Review internal knowledge to stay current on industry shifts and standards.

Assist your manager in process improvements by surfacing customer pain points to assist in process improvement.

This position will also require supporting our customers on holidays to ensure that our customer’s needs are met.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

2+ years of Technical Support Experience or similar relevant experience