See yourself at Twilio
Join the team as our next Technical Support Expert 1 - Account Security
Who we are why we’re hiring
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity inclusion 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.About the job
This position is needed mainly to support our customers’ use of our Account Security products. In this role, you will be an owner of the customer experience and deliver technical support with the “wearing the customer’s shoes” approach. You will demonstrate technical competency, empathy, and professionalism in your interactions with customers via email and phone. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s Account Security products
Responsibilities
In this role, you’ll:

Work to surface and document customer pain points to assist in process improvement. Spend time reviewing internal knowledge bases to stay up on industry shifts and standards
By helping our customers to use our products and answering questions ensuring that they are able to understand and get the most out of their Twilio experience
Use your strong diplomatic skills to address customer issues and provide feedback
Collaborate with your teammates and the Twilio Product and Engineering teams to report reproducible defects to continuously improve the product
We are there when our customers need us, and this position may require working an irregular shift, including the weekend (shifts are subject to change based on evolving team and customer needs). This position will also require supporting our customers on holidays to ensure that our customer’s needs are met.

Qualifications
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!
Required:

1+ years experience in a customer-facing technical support role
A demonstrated history of customer focus and empathy, including the ability to diplomatically address customer concerns and provide feedback.
Solid understanding of computer networking, programming and SQL
Excellent reading comprehension, listening, and writing skills in English
Experience communicating complex issues to both technical and non-technical audiences via phone or email mediums
Proven advanced time management skills, with the ability to work well under pressure

Desired:

Bachelor’s degree in computer science or related field
Demonstrated ability to identify process and team improvements, and proven ability to create and curate internal and external documentation

Location
This role will be remote, and based in Colombia.
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
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 Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!
If this role isn't what you're looking for, please consider other open positions.