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<p> <strong>​​See yourself at Twilio.</strong> </p> <p> <span style="font-weight:400;">Join the team as our next Technical Support Expert Messaging 1</span> </p> <p> <strong>Who we are &amp; why we’re hiring</strong> </p> <p> <span style="font-weight:400;">Twilio powers real-time business communications and data solutions that help </span> <a href="https://customers.twilio.com/"> <span style="font-weight:400;">companies and developers worldwide</span> </a> <span style="font-weight:400;"> build better applications and customer experiences.</span> </p> <p> <span style="font-weight:400;">Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports </span> <a href="https://www.twilio.com/company/diversity"> <span style="font-weight:400;">diversity, equity &amp; inclusion</span> </a> <span style="font-weight:400;"> wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.</span> </p> <p> <strong>About the job</strong> </p> <p> <span style="font-weight:400;">This position is needed to support our customers’ use of Twilio’s Programmable Messaging product. This role will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s Programmable Messaging API. In addition, focus on providing friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums. Advanced time management skills are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.</span> </p> <p> <strong>Responsibilities</strong> </p> <p> <span style="font-weight:400;">In this role, you will:</span> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Work on messaging email cases submitted by both individual developers and major brands.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Resolve moderately complex customer requests</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Assist customers with troubleshooting message deliverability issues and debug customer code.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Contributes to existing documentation including to correct errors, the elaboration of details, updates to current standards</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Speak with a customer on the phone and chat in order to guide them through the development of their SMS application.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Collaborate with your teammates and the Twilio Product and Engineering teams via Slack.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Work with your manager to surface customer problems to assist in process betterment.</span></li> </ul> <p> <strong>Qualifications</strong> </p> <p> <span style="font-weight:400;">Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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!</span> </p> <p> <strong>Required:</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Bachelor’s degree or equivalent work experience</span></li> <li style="font-weight:400;"><span style="font-weight:400;">2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software</span></li> <li style="font-weight:400;"><span style="font-weight:400;">A firm understanding of the technology stacks common to the Web ecosystem.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Functional knowledge of general-purpose programming languages.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Strong problem-solving and technical troubleshooting skills</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Ability to professionally and diplomatically address customer concerns and provide concise feedback.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Ability to de-escalate tense/tough customer situations in a live environment.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Excellent reading comprehension, listening, and writing skills.</span></li> </ul> <p> <strong>Desired:</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Previous exposure or knowledge of Twilio products.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Coding experience in any language. (reading and debugging)</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Previous experience with JIRA or a similar ticketing system.</span></li> </ul> <p></p> <p> <strong>Location</strong> </p> <p> <span style="font-weight:400;">This role will be based remotely in Colombia.</span> </p> <p> <strong>What we offer</strong> </p> <p> <span style="font-weight:400;">There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.</span> </p> <p> <strong>Twilio thinks big. Do you?</strong> </p> <p> <span style="font-weight:400;">We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call</span> <a href="https://www.twilio.com/company/values"> <span style="font-weight:400;"> Twilio Magic</span> </a> <span style="font-weight:400;">. Additionally, we empower employees to build</span> <a href="https://www.twilio.org/impact-fund/"> <span style="font-weight:400;"> positive change in their communities</span> </a> <span style="font-weight:400;"> by supporting their volunteering and donation efforts.</span> </p> <p> <span style="font-weight:400;">So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!</span> </p> <p> <span style="font-weight:400;">If this role isn't what you're looking for,</span> <a href="https://www.twilio.com/company/jobs#open-positions"> <span style="font-weight:400;"> please consider other open positions</span> </a> <span style="font-weight:400;">.</span> </p><div class="content-conclusion"> <div> <div> <div> <div> <div> <p><strong>Twilio is proud to be an equal opportunity employer.</strong>Twilio is proud to be an Equal Employment Opportunityand Affirmative Actionemployer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.</p> <p>Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability,pleasecontact us at<a href="mailto:accommodation@twilio.com" target="_blank">accommodation@twilio.com</a>.</p> </div> </div> </div> </div> </div> </div>