Job Overview
Location
Remote - Colombia
Job Type
Full-time
Category
Customer Support
Date Posted
March 24, 2026
Full Job Description
đź“‹ Description
- • As a Technical Support Expert 2 at Twilio, you will play a critical role in ensuring customer success by resolving complex technical issues across Voice, Platform Applications, and Segment products, directly impacting the reliability and satisfaction of Twilio’s global developer and enterprise customer base.
- • You will begin by onboarding with Segment products and progressively expand your expertise to include Voice and Platform Applications, enabling you to become a versatile technical authority capable of guiding customers through intricate integrations and troubleshooting scenarios.
- • Day to day, you will troubleshoot technical issues related to Voice, Platform Applications, and Segment, leveraging your deepening product knowledge to diagnose root causes and deliver precise, actionable solutions.
- • You will maintain customer promises by keeping support tickets updated within agreed-upon SLAs, ensuring transparency and trust throughout the resolution process.
- • You will use customer feedback to refine debugging strategies and improve the overall customer experience, turning insights into tangible enhancements in support workflows.
- • You will improve team efficiency by creating internal content and contributing to the KCS (Knowledge-Centered Service) knowledge base, helping to reduce resolution times and empower peers with better documentation.
- • You will collaborate closely with product and account teams to relay customer pain points and influence product improvements, acting as a vital voice of the customer in Twilio’s development lifecycle.
- • You will participate in an on-call rotation to support enterprise-level customers with paid support plans, providing after-hours expertise when critical systems are impacted.
- • You will occasionally engage in phone or Zoom calls and chat interactions via Zendesk to deliver real-time assistance, adapting your communication style to suit technical and non-technical audiences alike.
- • You will help identify and document product defects, feeding critical information back to engineering teams to drive product quality and stability.
- • You will attend and lead team office hours and ticket walkthroughs, fostering knowledge sharing and continuous learning within your support team.
- • You will work remotely from Colombia as part of Twilio’s remote-first culture, contributing to a globally distributed team that values inclusion, flexibility, and diverse perspectives.
- • You will have the opportunity to grow your technical depth across multiple Twilio products, positioning yourself for advancement into senior support, engineering, or product-adjacent roles.
- • You will develop strong consultative communication skills, learning how to translate complex technical concepts into clear, customer-friendly language — a skill highly valued across Twilio’s organization.
🎯 Requirements
- • 2+ years of technical customer support experience
- • Ability to effectively communicate technical concepts, both written and verbal
- • Javascript, APIs, and server side library experience
- • Proficiency with SQL and writing queries
- • Commitment to learning multiple technical products at a deep level
- • Ability to work Mon-Fri 10am - 7pm, with future weekend rotations; Sun-Thurs or Tues-Sat
🏖️ Benefits
- • Competitive pay
- • Generous time off
- • Ample parental and wellness leave
- • Healthcare benefits
- • Retirement savings program
- • Opportunities to build positive change in communities through volunteering and donation support
- • Remote-first work environment with global team connection
- • Access to Twilio’s internal learning resources and knowledge base
- • Occasional travel opportunities for in-person team or project meetings
- • Exposure to cutting-edge communications technologies including Voice, Platform Applications, and Segment
Skills & Technologies
JavaScript
Remote
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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