Technical Support Expert 2 - Segment

See yourself at Twilio

Join the team as Twilio's next Technical Support Expert 2. You'll initially onboard on Segment products and then expand your expertise to include Voice and Platform Applications!

About the job

This position is needed to help customers solve complex problems. The main responsibility of a Technical Support Expert is to troubleshoot and provide answers share standard methodologies and solve technical issues that Twilio customers are facing. Customer interactions happen within Zendesk and occasionally over phone calls (Zoom) or chat. TSEs also spend time updating technical documentation identifying product defects improving training resources and attending and leading team office hours and ticket walkthrough

Responsibilities

In this role you’ll:

• Troubleshoot technical issues related to Voice Platform Applications and Segment

• Maintain customer promises by keeping tickets updated within SLA

• Use feedback to improve customer experience and debugging strategies

• Improve team efficiency by creating internal content and improving the KCS knowledge base

• Work closely with the product team and account team to improve customer satisfaction

• Participate in an on-call rotation to support our Enterprise level customers with paid support plans

Qualifications

Twilio values diverse experiences from all kinds of industries and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 2+ years of technical customer support experience

• Ability to effectively communicate technical concepts; both written and verbal

• Javascript APIs and server side library experience

• Proficiency with SQL and writing queries

• Commitment to learning multiple technical products at a deep level

• Ability to work M-F 10am - 7pm with an on-call rotation (5-6 weekends per year)

Desired:

• Technical customer support experience with enterprise software in a related industry

• Experience using Zendesk and JIRA

• Experience updating technical documentation through KCS

Location

This role will be remote and based in Colombia.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits including competitive pay generous time off ample parental and wellness leave healthcare a retirement savings program and much more. Offerings vary by location.