# Technical Support Expert 2

**Company:** [Twilio](https://hotfix.jobs/companies/twilio)
**Location:** Remote
**Role:** Support Engineering
**Skills:** Enterprise Operating Systems, Ticket Support, Chat Support, Phone Support, Knowledge Databases, JavaScript, PHP, HTML, Xml, Splunk, Datadog, SQL
**Posted:** 2026-08-13

> 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.

## Job Description

## 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.

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