📍 Job Overview

• Job Title: Technical Support Expert 2
• Company: Twilio
• Location: Remote - Colombia
• Job Type: Full-Time
• Category: Technical Support
• Date Posted: 2025-07-23
• Experience Level: Mid-Level (2-5 years)
• Remote Status: Remote (Colombia)

🚀 Role Summary

• Key Responsibilities: Enhance customer satisfaction by resolving complex support issues, mentor junior team members, and participate in incident management.
• Key Skills: Technical Support, Customer Experience, Problem Solving, Active Listening, Empathy, REST APIs, Documentation, Zendesk, SQL, HTML, JIRA, Confluence, Postman, Training, Mentoring, Incident Management.

💻 Primary Responsibilities

• Provide Technical Support: Resolve complex support issues via tickets, email, chat, and phone for Twilio's Email (SendGrid) product.
• Mentor and Train: Train and mentor newer members of the Customer Support team, contributing to their professional development.
• Document and Improve: Contribute content to the knowledge base to support team and customer enablement, and identify ways to improve existing processes and procedures.
• Incident Management: Participate in incident reports and on-call duties to effectively manage incidents and ensure minimal customer impact.
• Maintain Productivity and Quality: Consistently meet customer satisfaction (CSAT), time to solve (TTS), schedule adherence, and service level agreement (SLA) goals, and manage ticket queues efficiently.

📝 Enhancement Note: This role requires a balance of technical problem-solving skills, customer empathy, and team mentoring abilities to drive customer success and team growth.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant experience may substitute for a degree.

Experience: At least 2 years of experience in a client-facing technical support role, supporting Email Communications, SaaS, or related technologies.

Required Skills:

• Proven experience in a client-facing customer/technical support role.
• Demonstrated history of customer focus, empathy, active listening, and diplomatic problem-solving.
• Strong, creative problem-solving skills and quick learning abilities.
• Proven ability to communicate complex technical issues to both technical and non-technical audiences.
• Experience supporting REST APIs.
• Accountability, self-motivation, and focus on achieving company-linked goals.

Preferred Skills:

• Experience with Splunk/SnowFlake, JIRA/Confluence, reading/debugging HTML, SQL, Zuora, Postman, or other APIs clients, and PagerDuty.
• Familiarity with the SendGrid platform is a plus.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: COP 7,000,000 - COP 10,000,000 per year (Based on local market research and experience level)

Benefits:

• Competitive pay.
• Generous time off, ample parental and wellness leave.
• Healthcare, retirement savings program, and much more.

Working Hours: Full-time, with approximately 10% travel anticipated for in-person customer and team connections.

📝 Enhancement Note: The salary range is estimated based on local market research and experience level. It may vary depending on the candidate's skills, experience, and Twilio's internal equity.

🎯 Team & Company Context

Company Culture: Twilio values remote-first work, strong connection, and global inclusion. They foster a vibrant team environment with diverse experiences and encourage continuous learning and innovation.

Team Structure: The Technical Support team at Twilio consists of support experts at different levels, working collaboratively to resolve customer issues and improve support processes. The team is part of the broader Customer Success organization, which includes teams focused on customer experience, customer success management, and customer education.

Development Methodology: Twilio follows Agile methodologies, focusing on continuous improvement and customer-centric development. The support team uses Zendesk for ticket management and documentation, with a focus on knowledge exchange (KCS) to improve customer and team enablement.

Company Website: Twilio

📝 Enhancement Note: Twilio's remote-first culture allows for flexible work arrangements and encourages employees to build positive change in their communities through volunteering and donation efforts.

📈 Career & Growth Analysis

Technical Support Career Level: This role is at the mid-level (2-5 years of experience) and focuses on resolving complex support issues, mentoring junior team members, and participating in incident management. It provides opportunities for growth into senior support roles, team leadership, or specialized technical roles within Twilio.

Reporting Structure: The Technical Support Expert 2 reports directly to the Support Manager and works closely with other support team members, product teams, and engineering teams to resolve customer issues and improve support processes.

Technical Impact: This role has a direct impact on Twilio's customer satisfaction and retention by resolving complex support issues, improving support processes, and mentoring junior team members. It also contributes to the continuous improvement of Twilio's products and services by providing customer feedback and identifying trends.

Growth Opportunities:

• Technical Growth: Develop expertise in Twilio's products and services, and gain experience in mentoring and incident management to prepare for senior support roles or specialized technical roles.
• Leadership Growth: Demonstrate strong mentoring and team-building skills to progress into team leadership roles within the support organization.
• Cross-functional Growth: Collaborate with other teams, such as product and engineering, to gain a broader understanding of Twilio's technology stack and business operations.

📝 Enhancement Note: Twilio's focus on continuous learning and innovation provides ample opportunities for technical and leadership growth within the support organization and across the broader company.

🌐 Work Environment

Office Type: Remote-first, with occasional in-person meetings and events to foster team connection and collaboration.

Office Location(s): Colombia, with the option to work remotely from anywhere in the country.

Workspace Context:

• Remote Work: Twilio provides remote employees with the necessary tools and resources to work effectively from home, including a home office allowance.
• Team Interaction: Regular team meetings, one-on-ones, and virtual social events to maintain a strong sense of team cohesion and collaboration.
• Work-life Balance: Flexible work hours and generous time off policies to support a healthy work-life balance.

Work Schedule: Full-time, with approximately 10% travel anticipated for in-person customer and team connections. The work schedule is generally Monday to Friday, with some flexibility for incident management and on-call duties.

📝 Enhancement Note: Twilio's remote-first culture allows for flexible work arrangements and encourages employees to maintain a healthy work-life balance.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills, customer focus, and technical aptitude.
2. Technical Assessment: A hands-on exercise to evaluate problem-solving skills, REST API knowledge, and customer support experience.
3. Behavioral Interview: A discussion to understand customer focus, empathy, and teamwork skills, as well as career goals and motivations.
4. Final Interview: A meeting with the hiring manager and other team members to discuss the role, team dynamics, and next steps.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Brush up on REST API knowledge and be prepared to demonstrate experience supporting REST APIs.
• Familiarize yourself with Twilio's products and services, particularly the SendGrid platform.
• Practice problem-solving exercises and be ready to discuss your approach to customer support and incident management.

ATS Keywords: (See Required and Preferred Skills sections)

📝 Enhancement Note: Twilio's interview process focuses on assessing customer focus, technical aptitude, and cultural fit. Preparation should emphasize customer-centric problem-solving, REST API knowledge, and relevant support experience.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Twilio's Core Values:

• Draw the Owl: Twilio employees are empowered to solve problems and take initiative, even in the face of uncertainty.
• No Shenanigans: Twilio employees act with integrity and respect, fostering a culture of trust and collaboration.
• Be Inclusive: Twilio employees value diversity and create an environment where everyone can be their authentic selves.
• Wear the Customer's Shoes: Twilio employees strive to understand and share the perspective of their customers, putting customers' needs first.

Twilio's Support Team Values:

• Customer Focus: The support team prioritizes customer satisfaction and strives to exceed customer expectations in every interaction.
• Continuous Learning: The support team encourages a culture of continuous learning and improvement, staying up-to-date with Twilio's products, services, and best practices.
• Teamwork: The support team fosters a collaborative environment, working together to resolve customer issues and improve support processes.
• Empathy: The support team demonstrates genuine care and understanding for customers, putting themselves in the customers' shoes to provide personalized and effective support.

📝 Enhancement Note: Twilio's values guide the company's culture and behavior, fostering a supportive and inclusive work environment that prioritizes customer focus and continuous learning.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Complex Issue Resolution: Resolve complex support issues, often requiring creative problem-solving and collaboration with other teams.
• Incident Management: Participate in incident reports and on-call duties, managing high-pressure situations and ensuring minimal customer impact.
• Process Improvement: Identify ways to improve existing processes and procedures, contributing to Twilio's continuous improvement efforts.

Learning & Development Opportunities:

• Product Expertise: Develop a deep understanding of Twilio's products and services, particularly the SendGrid platform, to provide effective customer support and mentoring.
• Technical Skills: Enhance REST API knowledge, documentation, and other relevant technical skills to drive customer success and support team growth.
• Leadership Skills: Demonstrate strong mentoring and team-building skills to progress into team leadership roles within the support organization.

📝 Enhancement Note: Twilio's focus on continuous learning and improvement provides ample opportunities for technical and leadership growth within the support organization and across the broader company.

💡 Interview Preparation

Technical Questions:

• REST API Knowledge: Demonstrate a strong understanding of REST APIs, their usage, and best practices for supporting API-driven products.
• Customer Support Experience: Share examples of complex customer issues you've resolved, the approaches you took, and the outcomes achieved.
• Incident Management: Describe your experience with incident management, on-call duties, and ensuring minimal customer impact during high-pressure situations.

Company & Culture Questions:

• Twilio's Products: Show familiarity with Twilio's products and services, particularly the SendGrid platform, and discuss how you can contribute to their success.
• Customer Focus: Explain how you've demonstrated customer focus in previous roles and how you'll apply that to Twilio's customers.
• Twilio's Values: Discuss how you embody Twilio's core values and how you've demonstrated those values in previous roles.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Preparation for Twilio's technical interview should focus on REST API knowledge, customer support experience, and incident management, as well as demonstrating a strong understanding of Twilio's products and values.

📌 Application Steps

To apply for this Technical Support Expert 2 position at Twilio:

1. Customize Your Resume: Highlight your relevant technical support experience, customer focus, and problem-solving skills, tailoring your resume to the specific requirements of this role.
2. Prepare for the Interview: Brush up on your REST API knowledge, familiarize yourself with Twilio's products and services, and practice problem-solving exercises to demonstrate your technical aptitude and customer focus.
3. Research Twilio: Learn about Twilio's mission, values, and culture to show your enthusiasm for the role and alignment with the company's priorities.
4. Submit Your Application: Apply through the application link provided, ensuring you've addressed all required qualifications and demonstrated your fit for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Twilio before making application decisions.