📍 Job Overview

• Job Title: Technical Support Expert 2 - Messaging
• Company: Twilio
• Location: Remote - Colombia
• Job Type: Full-time
• Category: Technical Support & Customer Success
• Date Posted: 2025-07-21
• Experience Level: 2-5 years
• Remote Status: Remote (Colombia)

🚀 Role Summary

• 📝 Enhancement Note: This role focuses on supporting Twilio's Programmable Messaging product, acting as a subject matter expert, and providing exceptional customer service to both technical and non-technical clients.

• Troubleshoot and resolve complex messaging issues, debug customer code, and guide clients through SMS application development.

• Collaborate with internal teams, file bug reports, and contribute to process improvement.

• Maintain a high level of technical competency while managing workflows efficiently.

💻 Primary Responsibilities

• 📝 Enhancement Note: This role requires a strong technical foundation, excellent communication skills, and the ability to thrive in a fast-paced, customer-facing environment.

• 💡 Work on messaging email cases submitted by both individual developers and major brands.

• 🛠 Assist customers with troubleshooting message deliverability issues and debug customer code.

• 📞 Speak with customers via phone and chat to guide them through the development of their SMS applications.

• 🤝 Collaborate with Twilio Product and Engineering teams via Slack, file Jira tickets for reproducible bugs, and review internal knowledge bases to stay updated on industry shifts and standards.

• 📊 Work with your manager to surface customer problems and contribute to process betterment.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree or equivalent work experience

Experience:

• 2+ years of experience in a client-facing technical role, preferably supporting REST API or enterprise software

Required Skills:

• 🌐 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
• 🗣 Excellent reading comprehension, listening, and writing 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

Preferred Skills:

• Previous exposure or knowledge of Twilio products
• Coding experience in any language (reading and debugging)
• Previous experience with JIRA or a similar ticketing system

📊 Web Portfolio & Project Requirements

• 📝 Enhancement Note: While a portfolio is not explicitly required, demonstrating relevant technical skills and customer support experience through past projects or case studies can strengthen your application.

• 💡 Prepare examples of your problem-solving skills in a customer support context, highlighting your ability to troubleshoot technical issues and communicate effectively with clients.

• 📈 Include any relevant experience with REST APIs, enterprise software, or messaging platforms to showcase your technical proficiency.

• 🌐 Demonstrate your understanding of the Web ecosystem by including projects that showcase your familiarity with common technology stacks.

💵 Compensation & Benefits

Salary Range:

• 📝 Enhancement Note: Based on market research and regional adjustments, the estimated salary range for this role in Colombia is COP 6,000,000 - COP 8,000,000 per year (USD 1,600 - USD 2,200 per month).

Benefits:

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

Working Hours:

• Full-time (40 hours per week)
• Occasional travel may be required for in-person meetings

🎯 Team & Company Context

🏢 Company Culture

Industry: Communications technology, focusing on cloud-based communication platforms and APIs.

Company Size: Medium to large (around 3,000 employees)

Founded: 2008

Team Structure:

• The Technical Support team works closely with the Product and Engineering teams to ensure customer issues are resolved efficiently and effectively.
• The team is structured to support specific products, with each team member specializing in one or more areas.

Development Methodology:

• Agile methodologies, with a focus on continuous improvement and customer satisfaction.
• Regular code reviews, testing, and quality assurance practices.
• Collaborative development and deployment strategies, with a focus on automation and efficiency.

Company Website: Twilio

📈 Career & Growth Analysis

Web Technology Career Level: This role is an intermediate-level technical support position, focusing on customer-facing troubleshooting and problem-solving.

Reporting Structure: This role reports directly to the Technical Support Manager and works closely with the Product and Engineering teams.

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of Twilio's messaging products. By providing exceptional support and resolving technical issues, the Technical Support Expert 2 - Messaging contributes to the continuous improvement of Twilio's products and services.

Growth Opportunities:

• 🌱 Technical skill development through working with various Twilio products and collaborating with internal teams.
• 🌟 Leadership opportunities by mentoring new team members, contributing to process improvement, and driving customer success initiatives.
• 💼 Career progression into more senior technical support roles, technical training positions, or specialized product support roles.

🌐 Work Environment

Office Type: Remote-first work environment, with a strong focus on connection and global inclusion.

Office Location(s): This role is remote and based in Colombia.

Workspace Context:

• 💻 Home office setup with appropriate equipment and tools for remote work.
• 🤝 Collaborative work environment that fosters connection and teamwork, even when working remotely.
• 🌐 Global team with diverse experiences and backgrounds, contributing to a vibrant and inclusive work culture.

Work Schedule:

• 🕒 Standard business hours with flexibility for occasional travel to participate in team in-person meetings.
• 📅 Occasional overtime may be required to handle peak customer support needs.

📄 Application & Technical Interview Process

Interview Process:

• 📝 Enhancement Note: The interview process for this role is likely to include a combination of phone, video, and in-person interviews, focusing on technical skills, problem-solving, and customer support experience.

• 📞 Phone or video screen to assess communication skills and customer support experience.

• 💻 Technical assessment to evaluate problem-solving skills, coding proficiency, and familiarity with Twilio products.

• 🤝 Behavioral interviews to assess cultural fit, teamwork, and adaptability.

• 💼 Final interview with the hiring manager or a panel of stakeholders to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

• 💡 Highlight your problem-solving skills and customer support experience through relevant projects or case studies.
• 🌐 Showcase your understanding of the Web ecosystem and familiarity with common technology stacks.
• 📈 Demonstrate your ability to work efficiently and effectively in a fast-paced, customer-facing environment.

Technical Challenge Preparation:

• 💡 Brush up on your coding skills and familiarity with Twilio products, focusing on the Programmable Messaging API.
• 📈 Review common messaging issues and troubleshooting techniques to ensure you're well-prepared for technical assessments.
• 🗣 Practice communicating complex technical concepts clearly and concisely, both verbally and in writing.

ATS Keywords:

• Technical Support, Customer Service, Problem Solving, Troubleshooting, REST API, Programming Languages, Communication, JIRA, Messaging, SMS, Email, Customer Success, Customer Experience, Remote Work, Colombia

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

• 📧 Email client for managing customer support tickets (e.g., Gmail, Outlook)
• 📞 Phone and chat systems for communicating with customers (e.g., Twilio's own communication platforms)
• 📝 Ticketing system for tracking and managing customer support cases (e.g., JIRA, Zendesk)

Twilio Products & APIs:

• 📧 Programmable Messaging API for sending and receiving messages, including SMS, MMS, and email.
• 🌐 Twilio Console for managing Twilio accounts, products, and services.
• 🛠 Twilio Functions for building serverless applications and connecting them to Twilio's communication APIs.

Programming Languages & Tools:

• 💻 General-purpose programming languages such as Python, JavaScript, or Java.
• 🛠 Text editors and IDEs such as Visual Studio Code, IntelliJ IDEA, or PyCharm.
• 🌐 Version control systems such as Git and GitHub.

👥 Team Culture & Values

Twilio Values:

• 🌟 Draw the Owl – Pursue growth and learning opportunities.
• 🤝 Wear the Customer's Shoes – Understand and support our customers' needs.
• 💡 Don't Settle – Continuously improve and challenge the status quo.
• 🌐 Be Inclusive – Foster an environment where everyone can thrive.
• 🤝 With Others – Collaborate and succeed together.

Collaboration Style:

• 🤝 Cross-functional integration between technical support, product, and engineering teams.
• 💡 Code review culture and peer programming practices to ensure high-quality customer support.
• 🌐 Knowledge sharing and continuous learning opportunities to stay up-to-date with industry trends and best practices.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• 🌐 Navigating the Web ecosystem and staying up-to-date with common technology stacks.
• 📈 Troubleshooting complex messaging issues and debugging customer code.
• 🌟 Developing expertise in Twilio's Programmable Messaging API and related products.
• 🗣 Communicating effectively with customers from diverse backgrounds and technical proficiency levels.

Learning & Development Opportunities:

• 📈 Technical skill development through working with various Twilio products and collaborating with internal teams.
• 🌟 Conference attendance, certification, and community involvement to expand your professional network and stay current with industry trends.
• 💼 Technical mentorship and leadership development opportunities by contributing to process improvement and driving customer success initiatives.

💡 Interview Preparation

Technical Questions:

• 💡 Troubleshooting messaging issues and debugging customer code using Twilio's Programmable Messaging API.
• 📈 Analyzing and optimizing message delivery based on customer feedback and performance metrics.
• 🌟 Designing and implementing scalable messaging solutions to meet customer needs and business requirements.

Company & Culture Questions:

• 🌟 How do you approach customer support in a remote, global work environment? Discuss your strategies for building rapport, understanding customer needs, and providing exceptional support.
• 🌐 How do you stay up-to-date with industry trends and best practices in customer support? Share your approach to continuous learning and professional development.
• 🤝 How do you collaborate effectively with cross-functional teams to drive customer success and improve Twilio's products and services?

Portfolio Presentation Strategy:

• 💡 Highlight your problem-solving skills and customer support experience through relevant projects or case studies.
• 🌐 Showcase your understanding of the Web ecosystem and familiarity with common technology stacks.
• 📈 Demonstrate your ability to work efficiently and effectively in a fast-paced, customer-facing environment, with a focus on driving customer success and improving Twilio's products and services.

📌 Application Steps

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

• 📝 Enhancement Note: Tailor your application to highlight your relevant technical skills, customer support experience, and enthusiasm for working in a remote, global environment.

• 💻 Submit your application through the application link provided in the job listing.

• 📈 Prepare examples of your problem-solving skills in a customer support context, highlighting your ability to troubleshoot technical issues and communicate effectively with clients.

• 🌐 Include any relevant experience with REST APIs, enterprise software, or messaging platforms to showcase your technical proficiency.

• 🗣 Practice communicating complex technical concepts clearly and concisely, both verbally and in writing, to demonstrate your ability to thrive in a customer-facing role.

• 🤝 Research Twilio's company culture, values, and products to show your enthusiasm for the role and commitment to driving customer success.

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

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Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

• Tailor every section specifically to technical support roles, with a focus on customer-facing troubleshooting, problem-solving, and communication skills.
• Include web technology-specific keywords, such as REST API, programming languages, and customer support tools, throughout the description.
• Address the unique challenges and growth opportunities faced by technical support professionals in the web technology industry.

Quality Standards:

• Ensure no content overlap between sections; each section must contain unique information.
• Only include Enhancement Notes when making significant inferences about technical support processes, customer communication, or team structure.
• Be comprehensive but concise, prioritizing actionable information over descriptive text.
• Strategically distribute web technology and customer support-related keywords throughout all sections naturally.
• Provide realistic salary ranges based on location, experience level, and web technology specialization.

Industry Expertise:

• Include specific web technology tools, platforms, and infrastructure requirements prominently.
• Address the unique career progression paths and technical leadership opportunities available to technical support professionals in the web technology industry.
• Provide tactical advice for portfolio development, live demonstrations, and project case studies tailored to technical support roles.
• Include web technology-specific interview preparation and coding challenge guidance.
• Emphasize effective communication, problem-solving, and customer support skills throughout the description.

Professional Standards:

• Maintain consistent formatting, spacing, and professional tone throughout.
• Use web technology and customer support industry terminology appropriately and accurately.
• Include comprehensive benefits and growth opportunities relevant to technical support professionals.
• Provide actionable insights that give web technology professionals a competitive advantage in the job application process.
• Focus on technical support team culture, cross-functional collaboration, and customer impact measurement.

Technical Focus & Portfolio Emphasis:

• Emphasize problem-solving skills, customer support experience, and technical proficiency in a customer-facing context.
• Include specific portfolio requirements tailored to technical support roles, focusing on customer support case studies, problem-solving examples, and technical skill demonstrations.
• Address common web technology challenges faced by customers and the strategies used to troubleshoot and resolve these issues effectively.
• Focus on communication skills, customer empathy, and the ability to work efficiently in a fast-paced, customer-facing environment.

Avoid:

• Generic business jargon not relevant to technical support roles or the web technology industry.
• Placeholder text or incomplete sections.
• Repetitive content across different sections.
• Non-technical terminology unless relevant to the specific technical support role or web technology discipline.
• Marketing language unrelated to technical support, customer success, or web technology trends.

Generate comprehensive, web technology-focused content that serves as a valuable resource for technical support professionals seeking their next opportunity and preparing for technical interviews in the web technology industry.