Remote opportunity at
TwilioTechnical Support Expert 2
Twilio is hiring a Technical Support Expert 2 to join its Accounts and Billing team on a full-time, remote basis. Twilio builds communication solutions that empower…
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About This Role
Twilio is hiring a Technical Support Expert 2 to join its Accounts and Billing team on a full-time, remote basis. Twilio builds communication solutions that empower developers and businesses to design personalized customer interactions. In this customer-facing role, the chosen professional will serve as the primary voice of the company, handling basic and routine inquiries, managing escalations, and maintaining thorough documentation. The position suits individuals who possess a strong customer-support…
Job Description
Twilio is hiring a Technical Support Expert 2 to join its Accounts and Billing team on a full-time, remote basis. Twilio builds communication solutions that empower developers and businesses to design personalized customer interactions. In this customer-facing role, the chosen professional will serve as the primary voice of the company, handling basic and routine inquiries, managing escalations, and maintaining thorough documentation.
The position suits individuals who possess a strong customer-support background and technical troubleshooting skills. Daily duties involve interacting with clients primarily through Zendesk, alongside telephone calls, live chats, side-channel communications, and occasional in-person meetings. Team members collaborate to meet service level agreements, manage ticket queues, and contribute knowledge articles to support operations.
As a remote-first organization, Twilio utilizes artificial intelligence within its hiring procedures while maintaining human-led final decisions. Occasional in-person attendance may be required for team off-sites, customer meetings, or functional gatherings. This role is based in Colombia and requires availability during non-standard schedules, including on-call rotations for weekends and holidays. Twilio provides an inclusive environment and considers candidates from diverse career paths who meet the necessary criteria.
Responsibilities
- Address and resolve routine customer inquiries through email, phone, chat, and live support channels.
- Manage ticket queues while adhering to guidelines and achieving specific service level agreement targets.
- Document all customer interactions and internal research activities accurately.
- Contribute to knowledge base articles and utilize macros, runbooks, and wikis for ticket resolution.
- Escalate complex issues to senior technical personnel when necessary.
Requirements
- Minimum of 3 years of professional experience.
- Background in data analysis or account reconciliation combined with technical troubleshooting abilities.
- Fluent communication skills in English across writing, speaking, and listening.
- Availability to work non-standard hours, including weekends, holidays, and on-call rotations.
- Attention to detail and the capacity to adapt quickly to new technologies and business requirements.
Qualifications
- Bachelor degree or equivalent work experience and certifications.
- Familiarity with escalation management and de-escalation techniques.
- Prior basic case management experience.
- Working knowledge of SQL, Excel, database queries, and Zendesk.
- Experience utilizing financial management software like Zuora, Salesforce, or similar platforms.
Core Skills
Benefits
- Competitive financial compensation.
- Generous paid time off options.
- Comprehensive healthcare coverage.
- Parental leave and wellness leave programs.
- Retirement savings plans and support for community volunteering efforts.
Frequently Asked Questions
Is this job remote?
Yes, this position is remote and based in Colombia, though occasional in-person travel may be required for team meetings or project gatherings.
What are the working hours for this role?
The posting states that the position requires availability for non-standard hours, including holidays, weekends, and on-call rotations.
What salary does Twilio offer for this position?
The specific salary is not stated in the job posting, though it notes that competitive pay is provided.
What is the employment type?
The job posting specifies that this is a full-time opportunity.
Sample Interview Questions
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