About the role
Twilio's Customer Support team assists users of their messaging platform, focusing on resolving delivery issues and debugging code. The role requires explaining technical details clearly to diverse customers through various communication channels, ensuring a smooth support process. This remote position supports clients primarily in the AMER time zone and encourages teamwork and ongoing skill development to meet evolving customer needs.
Candidates should have a minimum of two years working directly with customers in technical support, with a good grasp of web-based technologies and programming languages. Strong analytical skills and the ability to handle tense situations diplomatically are essential. Familiarity with ticketing tools like JIRA and prior knowledge of Twilio's product suite are advantageous, though not essential. Coding skills, especially in reading and debugging code, are also valued.
This freelance, contract role is based in Colombia and is designed for remote work, with occasional travel for team or client meetings. The successful applicant will be expected to work independently while maintaining close collaboration with global teams. The position emphasizes delivering high-quality technical assistance and contributing to process improvements within a fast-paced, innovative environment.