Technical Support Expert 2

📋 Description

• • As a Technical Support Expert 2 at Twilio, you will serve as a critical bridge between customers and internal engineering teams, ensuring seamless use of Twilio’s communication APIs and SDKs while directly influencing product improvements through real-world feedback.
• • Your role is vital to maintaining Twilio’s reputation for reliability and developer satisfaction, as you troubleshoot complex technical issues impacting businesses globally, helping them deliver personalized customer experiences at scale.
• • Day to day, you will: diagnose and resolve customer-reported issues involving Twilio’s platform, including API errors, SDK integration problems, and service disruptions; collaborate with developers, architects, and support teams from customer organizations to isolate root causes of complex technical problems; leverage your expertise in troubleshooting Quality of Service (QoS) issues related to voice, video, and messaging services; document reproducible bugs and file JIRA tickets to escalate findings to Product and Engineering teams; review internal knowledge bases and release notes to stay current on platform updates, industry standards, and emerging technologies; assist your manager in identifying recurring customer pain points to drive process improvements and knowledge base enhancements; provide support during scheduled shifts, including weekends and holidays, to ensure 24/7 coverage for LATAM-based customers; communicate technical solutions clearly and empathetically via phone, email, and chat to both technical and non-technical stakeholders; and contribute to a culture of continuous learning by sharing insights with teammates and participating in cross-functional knowledge sessions.
• • You will be part of Twilio’s global Platform and Applications Support team, a mission-driven group dedicated to enabling customer success through deep technical expertise and proactive problem-solving. The team operates with a remote-first mindset, fostering inclusion and collaboration across time zones, and is known for its strong emphasis on customer empathy, technical rigor, and continuous improvement. Working from Colombia, you’ll join a diverse, multicultural team that values diverse backgrounds and experiences, all united by Twilio’s commitment to innovation and its ‘Twilio Magic’ culture of initiative, ownership, and doing the right thing.
• • In this role, you will deepen your expertise in cloud communications technologies, including WebRTC, RESTful APIs, serverless architectures (AWS Lambda), and full-stack JavaScript ecosystems (Node.js, React.js). You’ll sharpen your diagnostic skills in network protocols (TCP/UDP, SSL/TLS), gain exposure to enterprise-scale contact center and messaging platforms, and develop advanced stakeholder management abilities by influencing product roadmaps through customer feedback. You’ll also build resilience and adaptability by managing shifting schedules and high-priority incidents, positioning yourself for growth into senior technical support, technical account management, or engineering-adjacent roles within Twilio’s expansive career lattice.