Technical Support Expert 1

hace 7 días

Bogota, Colombia Twilio A tiempo completo

**See yourself at Twilio.**

Join the team as our next Technical Support Expert Messaging 1

**Who we are & why we're hiring**

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

**About the job**

**Responsibilities**

In this role, you will:

- Resolve moderately complex customer requests
- Assist customers with troubleshooting message deliverability issues and debug customer code.
- Contributes to existing documentation including to correct errors, the elaboration of details, updates to current standards
- 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**

**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 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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