• Support customers’ use of the Twilio platform, ensuring the best experience • Function as the voice of Twilio to customers and partners • Operate as a subject matter expert for Twilio’s APIs and SDKs • Work with developers, architects, and support personnel to resolve complex problems • Leverage experience with troubleshooting Quality of Service (QoS) issues • Collaborate with teammates and the Twilio Product and Engineering teams via Slack • File JIRAs to report reproducible bugs • Review internal knowledge to stay current on industry shifts and standards • Assist in process improvements by surfacing customer pain points • Support customers on holidays to ensure needs are met

• Soporte telefónico • Soporte por sistema de chat • Gestión de backlog • Asistencia al cliente de primer nivel, proporcionando soluciones inmediatas • Asistencia al cliente enrutando tareas a equipos técnicos de nivel 2 y/o 3 • Identificación y resolución de problemas • Análisis de backlog de tickets

About the Client Our client provides smart, fast, and secure crypto payment solutions designed to simplify digital finance for businesses worldwide. They offer a full suite of services enabling companies to accept, store, and manage cryptocurrencies seamlessly. With a focus on innovation, security, and scalability, they empower businesses to operate globally and step into a smarter way of managing money. Role Overview As a Technical Support Specialist, you will serve as a key operational link between clients and internal teams. You will handle incoming requests, investigate transaction-related issues, analyze logs, and ensure smooth payment flows. Key Responsibilities - Respond to client inquiries via support channels in a timely and professional manner - Investigate and resolve transaction-related issues (PSP and crypto payments) - Track and monitor payment flows and transaction statuses - Analyse system logs to identify technical errors and inconsistencies - Escalate complex cases to relevant internal teams with a clear technical context - Maintain accurate documentation of cases and resolutions - Ensure high client satisfaction through proactive communication Requirements - Proven experience in fintech (PSP, crypto processing, payment systems) - Strong understanding of transaction lifecycles and payment infrastructures - Ability to read and interpret technical logs - Experience with tracking crypto transactions (blockchain explorers, wallet flows, confirmations) - Technical mindset and analytical problem-solving skills - Readiness to work night shifts regularly - Upper-Intermediate level of English Key Soft Skills - Strong communication skills and the ability to explain technical matters clearly - High level of responsibility and reliability - Detail-oriented and structured approach to troubleshooting - Proactive attitude and ownership mindset What We Offer - Professional growth within the crypto payments domain - A collaborative and dynamic work environment - Competitive compensation - Social benefits Apply in 2 min to work at the core of transaction operations, gaining real insight into how modern crypto payment systems function in high-volume, real-time environments!

• Be the primary point of contact for our customers • Address customer inquiries • Resolve complex technical issues • Ensure a positive customer experience • Work closely with other team members and departments to provide timely and accurate solutions