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Technical Support Expert 2 at Twilio - ApplyBlast

Technical Support Expert 2

Twilio

1 month ago

3.9 on Glassdoor

Remote

Full Time

Medior

0 applicants

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About this role

This role supports customers using the Twilio platform by resolving basic and routine requests, managing escalations, and ensuring a positive customer experience. The Technical Support Expert 2 serves as a subject matter expert for Twilio's APIs and SDKs, primarily handling interactions through Zendesk with occasional phone, chat, or in-person meetings. The position requires strong problem-solving skills, attention to detail, and the ability to work non-standard hours including weekends and holidays.

Responsibilities

Resolve basic and routine customer requests and escalations via multiple communication channels
Document all customer and internal interactions while contributing to knowledge articles
Prioritize support queue to achieve SLA compliance targets and leverage automation tools

Skills

About Twilio

twilio.com

Headquarters

San Francisco, California, United States

Company Size

5001-10000 employees

Founded

2008

View Profile

Twilio is a cloud communications and Customer Engagement Platform that provides developer-friendly APIs and AI-enabled tools for building messaging and voice experiences. Its services let businesses send SMS and WhatsApp, run programmable voice, manage email, and orchestrate omnichannel customer workflows and contact center interactions. Companies choose Twilio for its scalable global infrastructure, rich data and AI integrations, and comprehensive developer tooling that accelerates communication-led applications.