Technical Support Expert 3

hace 2 semanas

Bogota, Colombia Twilio A tiempo completo

**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.

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