📍 Job Overview

• Job Title: Technical Support Engineer 2
• Company: Twilio Segment
• Location: Remote - Colombia
• Job Type: Full-Time
• Category: Technical Support Engineer
• Date Posted: 2025-06-12
• Experience Level: 2-5 years
• Remote Status: Remote (Colombia)

🚀 Role Summary

• 📝 Enhancement Note: This role is part of Twilio Segment's customer success team, focusing on technical support for their customer data platform. It requires a balance of technical problem-solving and customer-facing communication skills.

• As a Technical Support Engineer 2, you'll be the primary point of contact for customers, helping them utilize Segment's API across various platforms and increase the value generated from their supported destinations.

• You'll maintain customer promises by keeping tickets updated within the Service Level Agreement (SLA) and use customer feedback to improve debugging strategies and the overall customer experience.

• This role involves close collaboration with the product team and partners to improve customer satisfaction and contribute to internal content creation and public documentation improvement.

💻 Primary Responsibilities

• 📝 Enhancement Note: This role involves a mix of customer interaction, technical troubleshooting, and process improvement, requiring strong communication and problem-solving skills.

• Customer Interaction:

  • Handle customer inquiries and troubleshoot technical issues via Zendesk and occasional phone calls (Zoom).
  • Provide clear and concise solutions, share standard methodologies, and guide customers through complex implementation issues.

• Technical Troubleshooting:

  • Utilize multiple tools, languages, web frameworks, APIs, data warehouses, SQL queries, and internal tools to resolve customer problems.
  • Collaborate with colleagues and engineering teams to tackle unique challenges and identify product defects.

• Process Improvement:

  • Update technical documentation, improve training resources, and attend/lead team office hours and ticket walkthroughs.
  • Participate in an on-call rotation to support enterprise-level customers with paid support plans.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Equivalent experience may be considered.

Experience: 2+ years of technical customer support experience, preferably in enterprise software.

Required Skills:

• Proven client-side JavaScript skills and experience working with APIs and server-side languages.
• Strong written and verbal communication skills, with the ability to effectively communicate technical concepts and identify patterns in customer experience.
• Basic understanding of SQL and query-writing skills.
• Strong commitment to learning the ins and outs of a complicated technical product.
• Ability to participate in an on-call rotation, approximately 4-5 weekends per year.

Preferred Skills:

• Experience with Segment's platform, libraries, and integrations.
• Familiarity with enterprise software in a related industry.
• Knowledge of multiple programming languages and web frameworks.

📊 Web Portfolio & Project Requirements

• 📝 Enhancement Note: While a portfolio is not explicitly required for this role, demonstrating relevant technical support or customer-facing experience can be beneficial.

• Portfolio Essentials:

  • Showcase your problem-solving skills and customer support experience through case studies or testimonials.
  • Highlight your technical proficiency with relevant tools, APIs, and programming languages.

• Technical Documentation:

  • Provide examples of documentation or knowledge base articles you've created or contributed to.
  • Demonstrate your ability to break down complex technical concepts into understandable steps.

💵 Compensation & Benefits

Salary Range: COP 60,000,000 - COP 80,000,000 per year (Based on market research for remote technical support roles in Colombia)

Benefits:

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program

Working Hours: 11:00 AM to 8:00 PM, with an hour lunch break

🎯 Team & Company Context

Company Culture:

• Industry: Customer data platform and cloud communications.

• Company Size: Medium (2,000+ employees)

• Founded: 2011

• Team Structure:

  • The technical support team consists of engineers dedicated to helping customers succeed with Segment's platform.
  • You'll collaborate with various teams, including engineering, product, and sales, to ensure customer satisfaction and improve the product.

• Development Methodology:

  • Agile/Scrum methodologies with bi-weekly sprint planning.
  • Code reviews, testing, and quality assurance practices.
  • Deployment strategies, CI/CD pipelines, and server management.

Company Website: Twilio Segment

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level position in the technical support career path, focusing on customer success and platform utilization.

Reporting Structure: You'll report directly to the Technical Support Manager and collaborate with various teams, including engineering, product, and sales.

Technical Impact: As a Technical Support Engineer 2, you'll directly influence the customer experience and platform adoption by providing technical assistance and identifying areas for improvement.

Growth Opportunities:

• Technical Growth: Deepen your understanding of Segment's platform, APIs, and integrations, and contribute to their improvement.
• Leadership Development: Demonstrate strong performance and consider moving into a technical support leadership role or transitioning into a more specialized technical role within the company.
• Product & Engineering Collaboration: Work closely with these teams to gain insights into the product development process and contribute to feature improvements.

🌐 Work Environment

Office Type: Remote work environment with a focus on asynchronous communication and collaboration.

Office Location(s): Remote - Colombia

Workspace Context:

• Remote Work Setup: Ensure you have a suitable home office setup with a reliable internet connection, multiple monitors, and any necessary tools for effective remote work.
• Collaboration Tools: Familiarize yourself with Twilio Segment's collaboration tools, such as Slack, Google Workspace, and project management software.
• Team Interaction: Engage with your team through regular check-ins, stand-ups, and team-building activities to foster a strong remote work culture.

Work Schedule: 11:00 AM to 8:00 PM, with an hour lunch break. The work schedule may vary depending on the customer's time zone and the on-call rotation.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief call to discuss your experience, motivation, and fit for the role.
2. Technical Assessment: A hands-on exercise or case study to evaluate your problem-solving skills, technical proficiency, and customer support experience.
3. Behavioral Interview: A conversation focused on your communication skills, customer focus, and cultural fit.
4. Final Interview: A discussion with the hiring manager or a panel of team members to assess your overall fit for the role and the team.

Portfolio Review Tips:

• Highlight your problem-solving skills and customer support experience through case studies or testimonials.
• Showcase your technical proficiency with relevant tools, APIs, and programming languages.

Technical Challenge Preparation:

• Brush up on your JavaScript, SQL, and API-related skills.
• Familiarize yourself with Segment's platform, APIs, and integrations.
• Practice explaining technical concepts clearly and concisely.

ATS Keywords: (Organized by category)

• Programming Languages: JavaScript, SQL, Python, Java
• Web Frameworks: React, Angular, Vue.js
• Server Technologies: Node.js, Express, AWS, Google Cloud Platform
• Databases: PostgreSQL, MongoDB, Redis
• Tools: Zendesk, Slack, Google Workspace, JIRA, Git
• Methodologies: Agile, Scrum, CI/CD
• Soft Skills: Communication, Problem-solving, Customer focus, Teamwork, Adaptability
• Industry Terms: Customer data platform, Customer success, Technical support, API, Troubleshooting

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

• React, Angular, Vue.js (Familiarity with one or more is required)
• HTML, CSS, JavaScript (Strong proficiency required)

Backend & Server Technologies:

• Node.js, Express (Familiarity with one or both is required)
• SQL (Basic understanding required)
• AWS, Google Cloud Platform (Basic understanding preferred)

Development & DevOps Tools:

• Git (Intermediate proficiency required)
• JIRA, Asana, or similar project management tools (Basic understanding required)
• Zendesk (Proficient use required)
• Slack, Microsoft Teams, or similar collaboration tools (Proficient use required)

👥 Team Culture & Values

Web Development Values:

• Customer Focus: Prioritize customer success and ensure their satisfaction with Segment's platform.
• Technical Excellence: Continuously improve your technical skills and contribute to the improvement of Segment's platform.
• Innovation: Stay up-to-date with industry trends and contribute to the development of new features and improvements.
• Collaboration: Work closely with various teams, including engineering, product, and sales, to ensure customer satisfaction and platform adoption.

Collaboration Style:

• Asynchronous Communication: Leverage communication tools effectively to collaborate with remote team members across different time zones.
• Cross-functional Integration: Work closely with various teams to ensure customer satisfaction and platform adoption.
• Code Review Culture: Contribute to and participate in code reviews to maintain high-quality technical documentation and improve the platform.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• API Troubleshooting: Develop expertise in troubleshooting API-related issues and helping customers integrate Segment's platform with their existing systems.
• Platform Deep Dive: Become an expert in Segment's platform, APIs, and integrations to provide accurate and efficient support to customers.
• Customer Education: Create and improve documentation, training resources, and customer-facing content to enhance the customer experience and platform adoption.

Learning & Development Opportunities:

• Technical Skill Development: Deepen your understanding of Segment's platform, APIs, and integrations, and contribute to their improvement.
• Conference Attendance: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in customer data platforms and cloud communications.
• Mentorship & Leadership Development: Seek mentorship opportunities within the company to develop your leadership and technical skills, and consider mentoring junior team members.

💡 Interview Preparation

Technical Questions:

• API & Integration: Describe a complex API integration you've worked on and how you ensured its stability and performance.
• Troubleshooting: Walk through a challenging technical issue you've faced and how you approached diagnosing and resolving it.
• Customer Support: Share an example of a time when you went above and beyond to assist a customer and the outcome of your efforts.

Company & Culture Questions:

• Customer Focus: Describe how you would handle a situation where a customer is frustrated with Segment's platform, and how you would ensure their satisfaction.
• Teamwork: Explain how you would collaborate with other teams, such as engineering or product, to improve the customer experience and platform adoption.
• Adaptability: Describe a time when you had to adapt to a significant change in your work environment or processes, and how you handled it.

Portfolio Presentation Strategy:

• Case Studies: Prepare case studies that demonstrate your problem-solving skills, customer support experience, and technical proficiency.
• Technical Deep Dive: Choose a specific aspect of Segment's platform or a customer challenge you've faced, and prepare a detailed technical deep dive to showcase your expertise.
• Customer Success Story: Prepare a customer success story that highlights your ability to understand customer needs, provide tailored solutions, and drive platform adoption.

📌 Application Steps

To apply for this Technical Support Engineer 2 position at Twilio Segment:

1. Customize Your Portfolio: Highlight your problem-solving skills, customer support experience, and technical proficiency with relevant case studies and testimonials.
2. Optimize Your Resume: Emphasize your relevant experience, skills, and achievements, and tailor your resume to the specific requirements of this role.
3. Prepare for Technical Interview: Brush up on your JavaScript, SQL, and API-related skills, and practice explaining technical concepts clearly and concisely.
4. Research the Company: Familiarize yourself with Twilio Segment's platform, APIs, and integrations, and understand their customer data platform and cloud communications offerings.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.