Personalized Support Expert 2

Twilio

Remote

Quick summary

Work type: Remote
Location: Colombia
Posted: 40 days ago
Closes: Nov 4, 2026

Market check

Salary context

How this pay compares to similar roles

Similar $179k

$106k most similar roles pay here $248k

This listing doesn't post a salary. Most similar roles pay $149,800–$208,800.

Based on 240 similar postings.

Employer

About Twilio

Twilio is a cloud communications platform that provides APIs and software, allowing developers to embed voice, messaging, video, and email functionalities directly into their applications.

Twilio currently has 34 open roles on FindRole.

Listed pay typically runs $141,520–$175,245 across 26 roles with salary data.

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At a glance

TL;DR · Personalized Support Expert 2

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Join the Global Personalized Support team as a Personalized Support Expert 2, working closely with Technical Account Managers to advocate for top-tier customers and provide 24x7 support. You will use your technical expertise and diplomatic skills to resolve complex issues involving Twilio’s REST API and cloud solutions, collaborating with internal teams like Product and Engineering by filing JIRAs for bug reports. This role requires fluency in English, at least three years of client-facing technical experience, and the ability to manage SLAs within tight deadlines using tools like Zendesk. Desired skills include familiarity with Twilio products, proficiency in JIRA, Confluence, Airtable, and troubleshooting network connectivity issues.

Skills

Zendesk JIRA Confluence Airtable Wireshark Python REST API Cloud Solutions Network Connectivity Telecom SIP PBX PCAP

What you'll do

Address customer issues using strong technical and diplomatic skills.
Resolve complex problems with costly consequences for top-tier clients.
Collaborate with Twilio Product and Engineering teams to report bugs.
Provide 24x7x365 support, including weekends and holidays as needed.
Prioritize tasks effectively to meet strict service level agreements.

What we're looking for

3+ years of client-facing technical support experience with REST APIs.
Fluent English communication skills (oral and written).
Experience supporting top-tier customers with SLAs of 3 hours or less.
Proficiency in task prioritization and time management.
Ability to work collaboratively across departments and file JIRAs for bug reporting.
Strong troubleshooting skills, including network connectivity issues.
Knowledge of telecom technologies like SIP, PBX, and messaging platforms.

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