Join Twilio as a Technical Support Expert 2 to support customers using the Twilio platform in a fully remote role based in Colombia.
Posted by employer 6 days ago
First seen on Joblaze 4 days ago
Last verified on the company career page 22 hours ago
What you'll build
- Understand and resolve customer requests
- Communicate concepts to customers
- Document customer interactions
- Prioritize support queue
- Escalate to senior technical resources
Must have
- 3+ years of experience
- Experience with account reconciliation or data analysis
- Fluency in English
- Availability to work non-standard hours
- Strong problem-solving skills
Nice to have
- Bachelor's Degree or equivalent certifications
- Basic case management experience
- Experience with Salesforce
- Experience with Zuora
Practical constraints
- On-call rotation weekend and holiday hours
AI in the day-to-day
Leverage Twilio's AI tools and other automations to assist and efficiently communicate with customers.
Requirements
- Experience
- 3+ years
- Education
- No formal education required
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
In the role of Technical Support Expert 2 at Twilio, the individual will engage directly with customers to address and resolve routine inquiries related to the Twilio platform, utilizing various communication channels including Zendesk, phone, and chat. Key skills include technical troubleshooting, data analysis, and familiarity with tools like Excel and SQL, as well as a strong ability to manage customer escalations. This position is suited for candidates with at least three years of experience, particularly those who can navigate complex customer interactions with empathy and attention to detail. The role is part of a remote-first team that values diverse experiences and encourages innovat
Joblaze insights
- Listed 4 days ago — first seen on Joblaze September 19, 2026. Last confirmed on Twilio's careers page September 23, 2026.
Quick facts
- Is the Technical Support Expert 2 role remote?
- Yes — Twilio lists this as a fully remote position.
- How much experience is required?
- At least 3 years of relevant experience for this Technical Support Expert 2 role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Excel, SQL, Zendesk.
- What seniority level is this role?
- Twilio targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Technical Support Expert 2 role at Twilio.
From the original posting
Who we are
See yourself at Twilio
Join the team as Twilio’s next Technical Support Expert 2
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.
We are looking for our next Technical Support Expert 2 to join our Accounts & Billing team, who will be dedicated to understands and resolves basic & routine customer requests, identify customer escalations and Document every customer interaction. This is a customer facing role. Most customer interactions happen within Zendesk, with a few phone calls or chats, in-person meetings and Slack chats sprinkled in.
Responsibilities
In this role, you’ll:
- Understands and resolves basic & routine customer requests, including customer escalations via phone/email/chat/side channel/live support or any other support/communication channel.
- Communicates basic concepts to customers with appropriate empathy and urgency
- Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers
- Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets. Meet SLA requirements per channel/role
- Document every customer interaction (email, phone, chat, side-channel communications). Document every internal interaction (research, cross-team engagement). Contributes to Knowledge articles.
- Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution
*Required:
- 3+ years of experience
- Experience with account reconciliation or data analysis, including technical troubleshooting skills
- Fluency in English (verbal, comprehension, listening, and writing)
- Availability to work non-standard, on-call rotation weekend and holiday hours
- Ability to diplomatically address customer concerns and provide feedback
- Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
- Strong problem-solving skills and critical thinking
Desired:
- Bachelor's Degree or equivalent certifications and work experience
- Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment
- Basic case management experience/skills
- Proficiency with Excel, SQL, database queries, ZenDesk
- Experience with Salesforce, Zuora or other financial management software
Location
This role will be remote, and based in Colombia.
Twilio thinks big. Do you?
.
.Standard company text repeated across Twilio's postings is omitted here.