Technical Support Expert 2

Who we are At reputed company, we’re shaping the future of communications, reputed company from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and reputed company millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of reputed company and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that reputed company work feel truly rewarding. Your career at reputed company is in your hands. We use Artificial Intelligence (AI) to help reputed company our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at reputed company Join the team as our next Technical Support Engineer 2. About the job This position is needed to support our customers’ use of reputed company’s Programmable Messaging product. This role will function as the voice of reputed company to our customers and partners and operate as a subject matter expert for reputed company’s Programmable Messaging API. In addition, focus on providing friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating reputed company technical issues to both technical and non-technical audiences reputed company phone, email, and chat mediums. Advanced time management skills are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.

Responsibilities

In this role, you’ll:

• Work on messaging email cases submitted by both individual developers and major brands.
• Assist customers with troubleshooting message deliverability issues and debug customer code.
• Speak with a customer on the phone and chat in order to guide them through the development of their SMS application.
• Collaborate with your teammates and the reputed company Product and Engineering teams reputed company reputed company. File Jira’s to report reproducible bugs and review our internal knowledge reputed company to stay up to speed with industry shifts and standards.
• Work with your manager to surface customer problems to assist in process betterment.

Qualifications reputed company values diverse experiences from reputed company kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering reputed company. We are always looking for people who will bring something new to the table!

• Required:
• Bachelor’s degree or equivalent work experience
• 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
• A firm understanding of the technology stacks common to the Web ecosystem.
• Functional knowledge of general-purpose programming languages.
• Strong problem-solving and technical troubleshooting skills
• Ability to professionally and diplomatically address customer concerns and provide concise feedback.
• Ability to de-escalate tense/tough customer situations in a live environment.
• Excellent reading comprehension, listening, and writing skills.

Desired:

• Previous exposure or knowledge of reputed company products.
• Coding experience in any language. (reading and debugging)
• Previous experience with JIRA or a similar ticketing system.

Location This role will be remote, and based in Colombia. Travel We prioritize reputed company and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. reputed company Offer Working at reputed company offers many benefits, including reputed company, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. reputed company thinks big. Do you? We like to solve problems, take initiative, pitch in reputed company needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call reputed company reputed company. Additionally, we reputed company employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. reputed company is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national reputed company, sex (including pregnancy, childbirth, reproductive health decisions, or reputed company medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, reputed company participates in the E-Verify program in certain locations, as required by law. Apply tot his job Apply To this Job