Personalized Support Expert 3 at Twilio

This role is designed for a seasoned technical support professional with at least 4 years of experience managing high-stakes, client-facing interactions. You should be comfortable navigating complex technical environments, specifically involving REST APIs and cloud solutions. Since this position supports top-tier enterprise clients, the ideal candidate possesses the "diplomatic" touch required to handle urgent issues while translating technical hurdles into actionable feedback for engineering teams. As a remote-first position based in Colombia, it offers significant flexibility alongside the stability of a global tech leader. A standout aspect of this role is the focus on "Personalized Support," meaning you aren't just clearing a queue; you are a dedicated advocate for specific high-value accounts. Be aware that the team provides 24x7x365 coverage, so you must be open to irregular shifts, including weekends and holidays, to meet 3-hour SLA commitments. **You might be a good fit if you...** * Have a strong technical toolkit including JavaScript, SQL, and any scripting language like Python or Node.js. * Are experienced in meeting strict 3-hour SLAs for enterprise customers via Zendesk or similar platforms. * Enjoy "wearing the customer shoes" to troubleshoot complex web technologies and frontend frameworks. * Are comfortable working in a fast-paced environment that requires constant prioritization and collaboration across global time zones.