Technical Support Engineer

We’re looking for a passionate Technical Support Engineer with customer-facing experience, who loves helping people, solving complex problems, and wants to be a major factor in the success of our customers. This position is for someone who is technical and enjoys using multiple tools to solve complex implementation issues. You’re likely to interact with multiple languages, web frameworks, APIs, data warehouses, SQL queries, and many internal tools while troubleshooting customer questions. Every problem is unique, and will often require collaborating with your colleagues or engineering teams. The main responsibility of a Technical Support Engineer is to provide answers, share standard methodologies, and solve technical issues that Segment customers are facing. Customer interactions happen within Zendesk, and also occasionally over phone calls (Zoom). TSEs also spend time updating technical documentation, identifying product defects, improving training resources, and attending and leading team office hours and ticket walkthroughs. You’d be joining a team of hard-working individuals that care deeply about Twilio Segment’s customers, partners, each other, and the broader community. Help customers utilize Segment’s API across many platforms, increase the value generated from the many destinations Segment supports, and maintain customer promises by keeping tickets updated within SLA. Improve team efficiency by creating internal content and improving public documentation. This role will be remote and based in Colombia.