Technical Support Expert 2

Provides technical customer support for onboarding, compliance, account, and phone-number issues while helping prevent fraud and protect account security. The role requires English and Spanish fluency, ticket and live-support experience, strong escalation handling, and occasional weekend or holiday availability.

About the job

Responsibilities

Own high-impact support tickets and queues, ensuring efficient management, adherence to Support SLAs, and high CSAT scores.
Provide timely, concise updates on significant issues, incidents, and escalated cases, including process challenges; proactively communicate updates and next steps to customers.
Identify and implement process and procedure improvements to enhance customer experience and service excellence in collaboration with global Onboarding and Compliance teams.
Collaborate across Twilio departments to address urgent customer concerns and deliver effective solutions.

Requirements

Fluency in English and Spanish.
Solid technical skills and experience with common enterprise operating systems.
Experience providing ticket support.
Experience providing live support through chat, phone, Zoom, or similar channels.
Experience using knowledge database tools to search databases, create custom queries, and generate reports.
Customer-focused and empathetic communication skills, including the ability to explain complex issues to technical and non-technical audiences.
Willingness to learn, build expertise, and support others.
Experience handling escalations effectively and efficiently.
Willingness to work weekends and holidays as needed, with advance notice.

Nice-to-haves

Strong time-management skills and the ability to work under pressure and independently.
Ability to develop efficient workflows while following standard processes and procedures.
Experience identifying process and team improvements and creating or curating internal and external documentation.
Basic scripting knowledge in JavaScript or PHP, and markup languages such as HTML and XML.
2+ years of experience handling cases in compliance, fraud, or abuse, with familiarity with related terminology.
Experience with compliance, fraud, or abuse tools, rules engines, and report interpretation.
Experience with Splunk, Datadog, and SQL tools for database searches, custom queries, and reports.

Compensation and benefits

Benefits include competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program; offerings vary by location.
Occasional travel may be required for project or team meetings.