Technical Support Expert 3
hace 2 semanas
**See yourself at Twilio.**
Join the team as our next Technical Support Expert Messaging 3
**Who we are & why we're hiring**
**About the job**
**Responsibilities**
In this role, you will:
- Assist customers with troubleshooting message deliverability issues and debug customer code.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack.
- Mentor others team members in case management best practices
- Actively works across the team to identify areas requiring improved documentation
- Work with your manager to surface customer problems to assist in process betterment.
- Displays ownership of updating team training materials
**Qualifications**
**Required**:
- Bachelor's degree or equivalent work experience
- 5+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
- High comfort level with and exposure to SaaS or communications technology
- 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.
- Telecommunications industry work experience
- Ability to read and debug server-side code (C#, Java, Python, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS)
- Previous experience with JIRA, Zendesk, or similar ticketing systems
**Location**
This role will be based remotely in Colombia.
**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.
If this role isn't what you're looking for, please consider other open positions
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