Technical Support Expert 3

the team with technical content creation and the management of appropriate FAQs, KCSs, macros, wiki pages, Jira tickets, etc. Use data to recommend efficiency improvements to the Global Specialization Leader (GSL) to deliver excellent customer support Actively lead and drive continuous improvement initiatives to elevate the customer experience; this may include support tooling and TSE training

Qualifications Twilio values diverse experiences from all 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 Twilio. We are always looking for people who will bring something new to the table! *Required: 5+ years of relevant experience Demonstrated experience in working successfully in fast-paced environments with a proven track record of delivering results Demonstrated experience with general accounting principles, billing, account reconciliation, or data analysis Experience with Salesforce, Zuora, or other financial management software. Strong problem-solving and technical troubleshooting skills (demonstrated experience using JIRA) Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs Excellent communication skills, including strong reading comprehension, listening, writing, and verbal expression (Combined the two general communication/writing points) Ability to professionally and diplomatically address customer concerns and provide concise feedback Ability to create, verify, identify gaps and process technical documents Ability to de-escalate tense or challenging customer situations in a live environment Desired: Proficiency with Excel, SQL, database queries, ZenDesk Knowledge and experience in tools like Airtable, Trello or Asana Working knowledge of JIRA with a plus for JIRA Administration Active contributor to self-help resources and content creation (Wiki, macros, KB, etc.) Location This role will be remote, and based in Colombia Travel We prioritize connection 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. What We Offer Working at Twilio offers many

benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic . Additionally, we empower 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. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related 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, Twilio participates in the E-Verify program in certain locations, as required by law.

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