Support customers using Twilio’s Programmable Messaging product as a Technical Support Engineer 2 in a remote role based in Colombia.
Posted by employer 2 days ago
First seen on Joblaze 18 hours ago
Last verified on the company career page 18 hours ago
Skills & Technologies
What you'll build
- Work on messaging email cases
- Assist customers with troubleshooting
- Guide customers through SMS application development
- Collaborate with teammates and product teams
- Surface customer problems for process betterment
Must have
- Bachelor’s degree or equivalent work experience
- 2+ years of experience in a client-facing technical role
- Firm understanding of technology stacks common to the Web ecosystem
- Strong problem-solving and technical troubleshooting skills
- Ability to professionally address customer concerns
- Excellent reading comprehension, listening, and writing skills
Nice to have
- Previous exposure or knowledge of Twilio products
- Coding experience in any language
- Previous experience with JIRA or a similar ticketing system
Practical constraints
- May be required to travel occasionally for in-person meetings
AI in the day-to-day
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Requirements
- Experience
- 2+ years
- Education
- Bachelor's degree
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
In the role of Technical Support Expert 2 at Twilio, the individual will provide assistance to customers using the Programmable Messaging product, addressing technical issues and guiding users through application development. Key skills include a solid understanding of web technologies, experience in client-facing technical roles, and proficiency in programming languages for troubleshooting. This position is suitable for someone with at least two years of relevant experience, particularly those who can effectively communicate complex concepts to diverse audiences. Twilio's remote-first culture fosters collaboration across teams, enhancing the support experience.
Joblaze insights
- Listed today — first seen on Joblaze September 27, 2026. Last confirmed on Twilio's careers page September 27, 2026.
- This exact title is also open at 1 other location at Twilio: Remote - Colombia.
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 2 years of relevant experience for this Technical Support Expert 2 role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Jira, REST API, programming languages.
- 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 Engineer 2
About the job
This position is needed to support our customers’ use of Twilio’s Programmable Messaging product. This role will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s Programmable Messaging API.
In addition, focus on providing friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums. Advanced time management skills are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.
Responsibilities
In this role, you’ll:
- Work on messaging email cases submitted by both individual developers and major brands.
- Assist customers with troubleshooting message deliverability issues and debug customer code.
- Speak with a customer on the phone and chat in order to guide them through the development of their SMS application.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
- Work with your manager to surface customer problems to assist in process betterment.
*Required:
- Bachelor’s degree or equivalent work experience
- 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
- A firm understanding of the technology stacks common to the Web ecosystem.
- Functional knowledge of general-purpose programming languages.
- Strong problem-solving and technical troubleshooting skills
- Ability to professionally and diplomatically address customer concerns and provide concise feedback.
- Ability to de-escalate tense/tough customer situations in a live environment.
- Excellent reading comprehension, listening, and writing skills.
Desired:
- Previous exposure or knowledge of Twilio products.
- Coding experience in any language. (reading and debugging)
- Previous experience with JIRA or a similar ticketing system.
Location
This role will be remote, and based in Colombia while supporting the AMER time zone.
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.Standard company text repeated across Twilio's postings is omitted here.