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Stytch Logo Stytch · IT - Administration

Technical Support Expert 2

Colombia · Job Posted March 19, 2026
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Job Description

Join the team as Twilio's next Technical Support Expert 2. You'll initially onboard on Segment products, and then expand your expertise to include Voice and Platform Applications! The main responsibility of a Technical Support Engineer is to troubleshoot and provide answers, share standard methodologies, and solve technical issues that Twilio customers are facing. Customer interactions happen within Zendesk, and occasionally over phone calls (Zoom) or chat. TSEs also spend time updating technical documentation, identifying product defects, improving training resources, and attending and leading team office hours and ticket walkthroughs.

Job Responsibility

  • Troubleshoot technical issues related to Voice, Platform Applications, and Segment
  • Maintain customer promises by keeping tickets updated within SLA
  • Use feedback to improve customer experience and debugging strategies
  • Improve team efficiency by creating internal content and improving the KCS knowledge base
  • Work closely with the product team and account team to improve customer satisfaction
  • Participate in an on-call rotation to support our Enterprise level customers with paid support plans

Requirements

  • 2+ years of technical customer support experience
  • Ability to effectively communicate technical concepts
  • both written and verbal
  • Javascript, APIs, and server side library experience
  • Proficiency with SQL and writing queries
  • Commitment to learning multiple technical products at a deep level
  • Ability to work Mon-Fri 10am - 7pm, with future weekend rotations
  • Sun-Thurs or Tues-Sat

Nice to have

  • Technical customer support experience with enterprise software in a related industry
  • Experience using Zendesk and JIRA
  • Experience updating technical documentation through KCS

What we offer

  • competitive pay
  • generous time off
  • ample parental and wellness leave
  • healthcare
  • a retirement savings program
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