Technical Support Expert

hace 20 horas

Bogota, Colombia Twilio A tiempo completo

**See yourself at Twilio**:
Join the team as our next Technical Support Expert Messaging

**Who we are & why we're hiring**:
Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support 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'll:

- 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 in our Bogota, Colombia office or remote in Colombia.

**What We Offer**:
There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.

If this role isn't what you're looking for, please consider other open positions.

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