Technical Support Expert 2

At Twilio, the Customer Support team plays a vital role in ensuring clients maximize their use of the company's communication platform. The role involves assisting customers through various channels, including email, chat, and phone, with a focus on resolving routine issues and escalating complex cases. The support experts utilize AI tools and internal resources to deliver efficient, empathetic service, documenting interactions meticulously to improve future support quality.

The ideal candidate has over three years of experience in technical troubleshooting, account reconciliation, or data analysis, with strong communication skills in English. They should be comfortable working in a remote setting in Colombia, with availability for non-standard hours, including weekends and holidays. Proficiency with tools like Zendesk, Excel, and SQL is preferred, along with the ability to handle escalations and de-escalate customer concerns effectively.

This position is contract-based, supporting Twilio’s remote-first culture. The role offers opportunities to work with innovative AI-driven support tools and to develop expertise in cloud communications. The company encourages diverse backgrounds and values problem-solving skills, attention to detail, and a customer-centric approach, making it suitable for experienced professionals seeking a flexible, impactful role in a global tech environment.