Join the team as our next Technical Support Expert - Phone Numbers 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 mean that no matter your location, you're part of a vibrant, diverse team 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. About the job This position is needed to join the Phone Numbers team in order to support our customers' use of our Console platform, and help customers manage their Twilio products, services, and accounts. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio's Phone Numbers. Responsibilities In this role, you'll: WEAR THE CUSTOMER'S SHOES: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams. Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs). BE INCLUSIVE: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences. BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards. Qualifications Required: 2+ years experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums High competency with communicating internally and externally, and excellent reading comprehension, listening, speaking, and writing skills in English An excitement for opportunities to problem-solve and troubleshoot Experience utilizing customer feedback to identify and drive improvements in our Phone Numbers Demonstrated desire to understand customer trends, report those trends to continue to improve our support process, and be able to put yourself in the customer's shoes. Proven advanced time management skills, ability to remain calm during higher workloads, work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures Experience and interest in working cross-functionally with Engineering, Product Management, and Sales, and sometimes with similar cross-functional teams from partner organizations 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. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. 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. 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, please contact us at ******. Apply for this job * indicates a required field #J-18808-Ljbffr
