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Twilio

Technical Support Expert 2

Twilio

. Support customers’ use of the Twilio platform and help them get the best experience from Twilio’s products .

Posted 9/17/2026full-timeRemote • ColombiaMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Twilio's APIs and SDKs while providing exceptional customer support through effective communication and problem-solving. Proficient in data analysis and account reconciliation, with a strong focus on SLA compliance and ticket resolution.

Highest-signal resume keywords
Twilio API ExpertiseData AnalysisCustomer SupportEscalation ManagementProficiency with Excel

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical TroubleshootingCase ManagementDatabase QueriesSQLExcel
Soft Skills
Problem-SolvingCritical ThinkingEmpathyAttention to DetailDiplomatic Communication
Tools & Technologies
Twilio PlatformZenDeskSalesforceZuoraAI Tools
Certifications & Qualifications
Bachelor's DegreeEquivalent Certifications
Industry Keywords
SLA ComplianceCustomer ExperienceKnowledge ArticlesTicket ResolutionOn-Call Support

Tech Stack

Tools & technologies
SQL

About the role

Key responsibilities & impact
  • Support customers’ use of the Twilio platform and help them get the best experience from Twilio’s products
  • Serve as the voice of Twilio to customers and partners
  • Operate as a subject matter expert for Twilio’s APIs and SDKs
  • Understand and resolve basic and routine customer requests and escalations through phone, email, chat, side channel, and live support
  • Communicate basic concepts to customers with appropriate empathy and urgency
  • Leverage Twilio’s AI tools and automations to assist customers and communicate efficiently
  • Prioritize the queue based on status, priority, and entitlement to achieve SLA compliance targets
  • Document every customer and internal interaction
  • Contribute to knowledge articles
  • Follow guidelines for tagging, categorizing, and merging tickets
  • Use runbooks, wikis, macros, and other tools to resolve tickets efficiently
  • Escalate to senior technical resources to drive ticket resolution

Requirements

What you’ll need
  • 3+ years of experience
  • Experience with account reconciliation or data analysis, including technical troubleshooting skills
  • Fluency in English (verbal, comprehension, listening, and writing)
  • Availability to work non-standard, on-call rotation weekend and holiday hours
  • Ability to diplomatically address customer concerns and provide feedback
  • Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
  • Strong problem-solving skills and critical thinking
  • Bachelor's Degree or equivalent certifications and work experience
  • Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment
  • Basic case management experience/skills
  • Proficiency with Excel, SQL, database queries, ZenDesk
  • Experience with Salesforce, Zuora or other financial management software

Benefits

Comp & perks
  • Competitive pay
  • Generous time off
  • Ample parental and wellness leave
  • Healthcare
  • Retirement savings program
  • Remote-first work
  • Occasional travel to project or team in-person meetings
  • Volunteering and donation support