Remote - Colombia
Remote
Senior
Full Time
6 days ago
remotecustomer supporttechnical supportAPIcloud solutions
Requirements
- •Fluent in English (oral and written)
- •4+ years experience in a client-facing technical role
- •Experience supporting REST API and troubleshooting cloud solutions
- •Skills to troubleshoot Javascript, HTML, CSS, SQL, scripting languages (python, Node.js) and frontend frameworks (AngularJS, React)
- •Experience working with top tier customers
- •Experience supporting customers with SLAs of 3 hours or less using ticket systems like Zendesk
- •Excellence in task prioritization and evaluation of situational urgency
- •Advanced time management skills and proficiency in developing workflows
- •Ability to empathize with customers and dedication to customer experience
- •Enthusiasm for collaborating with other departments
What You'll Do
- •Address customer issues using technical and diplomatic skills
- •Provide customer feedback to Product and Engineering teams
- •Work with customers' and partners' developers, architects, and support personnel to resolve problems
- •Collaborate with teammates and Product and Engineering teams including filing JIRAs
- •Provide 24x7x365 coverage and manage specializations and queue
- •Assist customers during irregular shifts including weekends and holidays
Nice to Have
- •Previous exposure or knowledge of Twilio products
- •Experience working with JIRA, Confluence, Airtable and other project tools
- •Skilled in troubleshooting network connectivity issues
- •Prior telecom experience including reviewing PCAPs/using Wireshark or messaging platform experience
Benefits
- •Competitive pay
- •Generous time off
- •Ample parental and wellness leave
- •Healthcare
- •Retirement savings program
About Twilio
Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API.
San Francisco, CA, US
5000 - 10000
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