Technical Support Expert 2

See yourself at Twilio.

Join the team as our next Technical Support Engineer 2 (LATAM) on Twilio’s Platform and Applications support team. 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. About the job

This Technical Support Engineering role exists to deliver an exceptional and human-centered customer experience to developers utilizing the Twilio platform.  You will function as the voice of Twilio in this customer facing role, and operate as a subject matter expert supporting Twilio’s APIs, SDKs, and programmable cloud products.

If you are passionate about full-stack web development, energized working directly with customers, and enjoy solving complex problems, read on!  In this role, you will:

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. 

• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially costly and far-reaching consequences.

• Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.

• Collaborate with your team to reproduce reported issues and promptly provide solutions back to the customer.. 

• Review internal knowledge to stay current on industry shifts and standards. 

• Assist your manager in process improvements by surfacing customer pain points to assist in process improvement.  

• We are there when our customers need us, 24/7, and this position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs). This position will also require supporting our customers on holidays to ensure that our customer’s needs are met

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

• 2+ years of Technical Support Experience

• Full-Stack Javascript development experience with broad and deep capabilities to troubleshoot server-side code (including: Node.js, C#/Java, and Java) and client-side code (JavaScript, TypeScript, React.js). 

• Understanding of OOP.

• Working knowledge of RESTful architecture and experience working with APIs, and SDKs required.

• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. 

• High competency in communicating complex technical issues to both technical and non-technical audiences via phone, video or email mediums. 

• Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.

• Excellent written and verbal communication skills.  Obsessed with customer experience.  

Desired

• Understanding of WebRTC is a plus.

• Experience working collaboratively with team members in different geographic locations and time zones.

• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.

• Ability to influence and build effective working relationships with all levels of the organization.

• Interest in utilizing customer feedback to identify and drive improvements in our products. 

Location

This role will be located in Remote-Colombia. Travel 

We prioritize connection and opportunities to build relationships with each other. For this role, minimal travel is anticipated to help you connect in-person in a meaningful way. What we offer

There are many benefits to working at Twilio, including things like 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.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com.