Technical Support Expert 2

About the role

Join Twilio as a Technical Support Expert 2, providing assistance to customers using the Twilio platform. You will act as the voice of Twilio, handling routine requests, escalations, and documenting interactions.

Key responsibilities

• Resolve basic and routine customer requests via phone, email, chat, or other channels, and manage escalations.
• Prioritize tickets to meet SLA targets, document all interactions, and contribute to knowledge articles.
• Leverage Twilio’s AI tools, macros, runbooks, and other automations to efficiently communicate and resolve issues.
• Escalate complex cases to senior technical resources and follow established tagging and categorization guidelines.

Required profile

• 3+ years of experience in technical support, account reconciliation, or data analysis.
• Fluency in English and ability to work non‑standard hours, on‑call rotation, weekends and holidays.
• Strong problem‑solving, attention to detail, and ability to de‑escalate difficult customer situations.
• Bachelor’s degree or equivalent certifications and work experience.

Required skills

• Proficiency with Excel, SQL, and database queries.
• Experience using Zendesk, Salesforce, and Zuora or similar financial management software.

What we offer

• Competitive pay, generous time off, parental and wellness leave.
• Healthcare, retirement savings program, and other benefits varying by location.
• Remote‑first work environment with occasional travel for team meetings.