Job Overview
Location
Remote - Colombia
Job Type
Full-time
Category
Other Engineering
Date Posted
March 24, 2026
Full Job Description
đź“‹ Description
- • As a Technical Support Expert 2 at Twilio, you will serve as a critical bridge between the company and its global customer base, ensuring seamless use of Twilio’s Programmable Messaging product by diagnosing and resolving technical issues while embodying Twilio’s mission to empower developers and businesses worldwide.
- • You will work on messaging email cases from individual developers and major brands, assisting customers with troubleshooting message deliverability issues, debugging customer code, and guiding them through SMS application development via phone, email, and chat — translating complex technical concepts into clear, actionable guidance for both technical and non-technical audiences.
- • You will collaborate closely with teammates and Twilio’s Product and Engineering teams through Slack, file Jira tickets to report reproducible bugs, and leverage the internal knowledge base to stay current with industry standards, while also surfacing customer feedback to your manager to drive process improvements and product betterment.
- • Twilio operates as a remote-first, globally inclusive company dedicated to shaping the future of communications, where your location in Colombia does not limit your impact — you’ll be part of a vibrant, diverse team making a global difference each day while advancing your career in a culture that values initiative, learning, and Twilio Magic.
- • In this role, you will deepen your expertise in REST APIs, web technologies, and customer support workflows, gaining hands-on experience with enterprise-scale messaging systems and developing advanced problem-solving, communication, and de-escalation skills that are transferable across technical and client-facing careers.
🎯 Requirements
- • Bachelor’s degree or equivalent work experience
- • 2+ years of experience in a client-facing technical role, preferably supporting REST API or enterprise software
- • Firm understanding of 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 or tough customer situations in a live environment
- • Excellent reading comprehension, listening, and writing skills
🏖️ Benefits
- • Competitive pay
- • Generous time off
- • Ample parental and wellness leave
- • Healthcare benefits
- • Retirement savings program
- • Opportunity to build positive change in communities through volunteering and donation support
- • Remote-first work flexibility from Colombia
- • Exposure to cutting-edge AI-enhanced hiring processes and real Twilion decision-making
- • Access to internal knowledge base and collaboration with Product and Engineering teams via Slack and Jira
Skills & Technologies
About Twilio Inc.
Twilio Inc. provides cloud-based communications platforms that enable developers to integrate voice, messaging, video, email, and authentication into applications via APIs. Founded in 2008, the company offers programmable services for SMS, voice calls, WhatsApp, email, and IoT connectivity, serving enterprises, startups, and communication service providers globally. Twilio operates a pay-as-you-go model, allowing customers to scale usage without managing underlying telecom infrastructure. The company is headquartered in San Francisco, California, and trades on the New York Stock Exchange under the symbol TWLO.
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