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 integral 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.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions

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See yourself at Twilio

Join the team as our next Technical Support Expert 2

About the job

This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company,



and excellent Support is what our customers have come to expect and love about Twilio. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading

Responsibilities

In this role, you’ll:
- Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat.
- Assess the nature of product or service issues and resolve a variety of complex support problems.
- Log customer interactions and tag/categorize issues accordingly.
- Resolve a monthly volume of tickets consistent
- Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary.
- Identify ways to improve existing processes and procedures.
- Mentor newer members of the Customer Support team with customer issues.
- Contribute cont

📌 Technical Support Expert 2 (Colombia)
🏢 Twilio
📍 Colombia