Greenhouse ·
full-timeTechnical Support Expert 2
Twilio · Remote - Colombia
Education
- Level: Bachelor's degree
- Courses: Bachelor's Degree
Key Skills
Notes
Non‑standard hours, on‑call rotation, weekend and holiday work
Experience required
3-3 years experienceAbout the Role Technical Support Expert 2 will support customers using Twilio platform, act as subject matter expert for APIs and SDKs, handle basic and routine requests, escalations, and document interactions. Responsibilities Understand and resolve basic and routine customer requests via phone, email, chat, or other channels. Communicate concepts with empathy and urgency. Leverage Twilio AI tools, macros, and automations. Prioritize queue to meet SLA targets. Document all customer and internal interactions. Contribute to knowledge articles and follow tagging guidelines. Escalate to senior resources when needed. Requirements 3+ years of experience. Experience with account reconciliation and data analysis. Technical troubleshooting skills. Fluency in English (verbal and written). Availability for non‑standard hours, on‑call rotation, weekends and holidays. Attention to detail, problem‑solving and critical thinking. Escalation management and case management. Proficiency with Excel, SQL, database queries, Zendesk, AI tools and macros. Eligibility Bachelor’s Degree or equivalent certifications and work experience.
Technical Support Expert 2: role and responsibilities
- Understand and resolve basic and routine customer requests via phone, email, chat, or other channels.
- Communicate concepts with empathy and urgency.
- Leverage Twilio AI tools, macros, and automations.
- Prioritize queue to meet SLA targets.
- Document all customer and internal interactions.
- Contribute to knowledge articles and follow tagging guidelines.
- Escalate to senior resources when needed.
Skills for this role
| Role | Technical Support Expert 2 |
|---|---|
| Company | Twilio |
| Location | Remote - Colombia |
| Compensation | Not disclosed |
| Posted | 2026-09-30 |
| Deadline | Rolling |
How to prepare for the Technical Support Expert 2 role
- Highlight any experience with account reconciliation and data analysis on your resume, using specific examples.
- Prepare to discuss how you have used SQL and Excel to troubleshoot technical issues or analyze data.
- Practice explaining Twilio API or SDK concepts clearly and empathetically in mock interviews.
- Show familiarity with Zendesk ticketing, case management, and escalation workflows.
- Demonstrate willingness to work flexible hours, including on‑call rotations, weekends, and holidays.
Common mistakes to avoid
- Failing to mention specific experience with account reconciliation and data analysis – fix by adding bullet points detailing those tasks.
- Overlooking the need for English fluency proof – fix by providing language test scores or examples of written communication.
- Not preparing for scenario‑based troubleshooting questions – fix by practicing SQL query writing and Excel data manipulation exercises.
- Ignoring the on‑call availability requirement – fix by stating willingness to work non‑standard hours in your cover letter.
- Submitting a generic resume without Zendesk or AI tool experience – fix by listing any hands‑on use of Zendesk, macros, or automation tools.
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
- Who can apply for the Technical Support Expert 2 role at Twilio?
- The listing asks for Bachelor's degree (Bachelor's Degree); 3-3 years of experience.
- What skills does the Technical Support Expert 2 role require?
- The listing highlights Account reconciliation, Data analysis, Technical troubleshooting, English communication, On-call rotation, Customer service, Attention to detail, Problem solving, Critical thinking, Escalation management. Show each of these in a project or past role on your resume.
- 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 hybrid, 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 are the eligibility criteria for this internship?
- The listing states that applicants must have a Bachelor’s Degree or equivalent certifications and work experience. It does not specify particular batches or additional eligibility criteria.
- What skills are required for the Technical Support Expert 2 role?
- Required skills include account reconciliation, data analysis, technical troubleshooting, English communication, on‑call rotation, customer service, attention to detail, problem solving, critical thinking, escalation management, case management, proficiency with Excel, SQL, database queries, Zendesk, AI tools, and macros.
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