Technical Support Expert 2
Twilio INC · 🌍 Remote - Colombia · Remote
Sponsorship verdict
No sponsorship evidence yet
No government record and no wording either way. Not a refusal — ask the recruiter.
- No government sponsor record hereNo government sponsor record covers this employer in this country.
- The posting doesn’t mention sponsorshipSilence isn’t a refusal — ask the recruiter before investing much time.
- Can’t check pay against the visa rulesWe don’t have visa salary rules for this country yet.
- Confirmed live todayWhen a source last listed this job as open.
A verdict summarises public evidence; it is not legal advice and never a guarantee — the employer and the immigration authority decide. Sign in to factor in where you can already work.
Or apply yourself on the official page →
Why not apply?
No register record and no sponsorship wording in the posting. Worth asking the employer before investing significant time.
SponsorApply flags time-wasters so your applications go where they can land. These come from the posting's own wording — read the original listing to confirm. See better-fit alternatives →
Sponsor Radar — Twilio INC
No government sponsor record covers this employer in this country.
Past sponsorship or register membership never guarantees sponsorship for this vacancy or for you. Full Sponsor Radar for Twilio INC →
About the role
Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Technical Support Expert 2 About the job This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs. We are looking for our next Technical Support Expert 2 to join our Accounts & Billing team, who will be dedicated to understands and resolves basic & routine customer requests, identify customer escalations and Document every customer interaction. This is a customer facing role. Most customer interactions happen within Zendesk, with a few phone calls or chats, in-person meetings and Slack chats sprinkled in. Responsibilities In this role, you’ll: • Understands and resolves basic & routine customer requests, including customer escalations via phone/email/chat/side channel/live support or any other support/communication channel. • Communicates basic concepts to customers with appropriate empathy and urgency • Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers • Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets. Meet SLA requirements per channel/role • Document every customer interaction (email, phone, chat, side-channel communications). Document every internal interaction (research, cross-team engagement). Contributes to Knowledge articles. • Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution 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: • 3+ years of experience • Experience with account reconciliation or data analysis, including technical troubleshooting skills • Fluency in English (verbal, comprehension, listening, and writing) • Availability to work non-standard, on-call rotation weekend and holiday hours • Ability to diplomatically address customer concerns and provide feedback • Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs • Strong problem-solving skills and critical thinking Desired: • Bachelor's Degree or equivalent certifications an