Greenhouse ·
full-timeTechnical Support Expert 2
Twilio · Remote - Colombia
Twilio is a company focused on cloud communications, providing APIs that enable businesses to integrate messaging, voice, and video into their applications. As a Technical Support Expert 2, you will serve as a subject matter expert for the company's Programmable Messaging API. Your daily responsibilities involve managing support cases submitted by developers and enterprise clients, troubleshooting message deliverability issues, and debugging customer code. You will communicate complex technical concepts to both technical and non-technical stakeholders via phone, email, and chat. The role requires active collaboration with internal product and engineering teams to report bugs through Jira and refine internal knowledge bases. This position is ideal for candidates with at least two years of experience in a client-facing technical role, particularly those familiar with REST APIs or enterprise software. Successful applicants will possess strong problem-solving abilities, proficiency in reading and debugging code, and the capacity to manage high-pressure situations diplomatically. As this is a remote-first role based in Colombia, you must be comfortable working within the AMER time zone and be available for occasional in-person team gatherings or customer meetings.
Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Technical Support Engineer 2 About the job This position is needed to support our customers’ use of Twilio’s Programmable Messaging product. This role will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s Programmable Messaging API. In addition, focus on providing friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums. Advanced time management skills are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures. Responsibilities In this role, you’ll: Work on messaging email cases submitted by both individual developers and major brands. Assist customers with troubleshooting message deliverability issues and debug customer code. Speak with a customer on the phone and chat in order to guide them through the development of their SMS application. Collaborate with your teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards. Work with your manager to surface customer problems to assist in process betterment. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: Bachelor’s degree or equivalent work experience 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software A firm understanding of the 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/tough customer situations in a live environment. Excellent reading comprehension, listening, and writing skills. Desired: Previous exposure or knowledge of Twilio products. Coding experience in any language. (reading and debugging) Previous experience with JIRA or a similar ticketing system. Location This role will be remote, and based in Colombia while supporting the AMER time zone. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. . Stay alert to recruitment fraud We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @ twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information d
Technical Support Expert 2: role and responsibilities
- Manage and resolve messaging email cases submitted by developers and enterprise brands.
- Troubleshoot message deliverability issues and debug customer code to ensure optimal performance.
- Provide technical guidance to customers via phone and chat for the development of SMS applications.
- Collaborate with internal Product and Engineering teams using Slack to resolve complex issues.
- Document reproducible bugs by filing Jira tickets and maintain knowledge of industry standards.
- Work with management to identify recurring customer problems and suggest process improvements.
| Role | Technical Support Expert 2 |
|---|---|
| Company | Twilio |
| Location | Remote - Colombia |
| Compensation | Not disclosed |
| Posted | 2026-09-29 |
| Deadline | Rolling |
How to prepare for the Technical Support Expert 2 role
- Review the documentation for Twilio's Programmable Messaging API to understand the core product.
- Practice explaining complex technical concepts, such as REST APIs, to both technical and non-technical audiences.
- Prepare examples of how you have handled difficult customer interactions or de-escalated tense situations.
- Brush up on your knowledge of common Web ecosystem technology stacks and general-purpose programming languages.
Common mistakes to avoid
- Focusing only on coding skills while ignoring the customer service aspect; ensure you highlight your communication abilities.
- Failing to provide specific examples of troubleshooting; use the STAR method to describe your technical problem-solving process.
- Neglecting to mention experience with REST APIs; explicitly state your familiarity with API documentation and debugging.
- Overlooking the importance of soft skills; emphasize your ability to remain professional and diplomatic under pressure.
Resume keywords for this listing
Terms the listing itself uses. Include the ones you can back with a project or experience.
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Technical Support Expert 2 at Twilio: frequently asked questions
- What is the salary for this role?
- Twilio has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Technical Support Expert 2 position remote, hybrid or onsite?
- The listing marks this role as remote, with Remote - Colombia as the location.
- What is the application deadline?
- Twilio has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Technical Support Expert 2 role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
- What is the work mode for this position?
- The role is remote-first, though you may be asked to report in person on an ad-hoc basis for team gatherings, off-sites, or customer meetings.
- What are the educational requirements for this role?
- Applicants must have a Bachelor’s degree or equivalent work experience.
- How much experience is required for this internship?
- The listing requires 2+ years of experience in a client-facing technical role, preferably supporting REST APIs or enterprise software.
- What specific product will I be supporting?
- You will serve as a subject matter expert for Twilio’s Programmable Messaging API.
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