Manager, Technical Support

Nerdleveltech; Colombia; Presencial; COP 288.055.306 - 448.086.032; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Generous time off

Parental and wellness leave

Healthcare

Retirement savings program

Descripción de la vacante

Twilio is seeking a Senior Manager, Technical Support to lead a LATAM customer support team in a remote-first environment, driving scalable, high‑quality service.

You will coach and mentor staff across time zones, own hiring, and oversee escalations while partnering with product and engineering to improve customer outcomes.

Required: deep knowledge of Java, SQL, RESTful APIs, cloud solutions, and excellent English. Remote-based in Colombia with occasional travel.

Formación

• 10+ years of relevant experience; at least 4+ years in people management.
• Strong knowledge of Java, SQL, RESTful tech, APIs, and cloud solutions.
• Excellent English written and verbal communication.
• Experience working across geographic locations/time zones.

Responsabilidades

• Lead a LATAM customer support team; meet or exceed operational KPIs.
• Coach and develop staff; provide regular performance feedback.
• Lead internal and external escalations; manage RCAs.
• Identify opportunities to optimize support workflows using data-driven insights (Tableau/Looker/Zendesk).
• Participate in hiring and onboarding new Technical Support Engineers.
• Coordinate with WFM to plan scheduling and adherence to requirements.
• Collaborate with internal stakeholders to surface insights on customer needs and trends.

Conocimientos

Java

SQL

RESTful APIs

Cloud solutions

People management

Leadership

English communication

Herramientas

Tableau

Looker

Zendesk

Descripción del empleo

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

See yourself at Twilio

Join the team as Twilio’s next Manager, Technical Support

About the job

This position is needed to lead one of Twilio's Customer Support teams in LATAM. In this role, you’ll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions.

We are looking for a people-person who’s passionate about delighting customers, mentoring and developing staff, learning about new and challenging subjects, and helping us improve processes and procedures. This role joins a fast-growing team of managers leading our global Voice Segment Platform Applications (VSPA) in LATAM. Reporting to the VSPA Senior Manager, this position is essential in supporting Twilio's continuing growth initiatives.

Responsibilities

In this role, you’ll:

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management.
• Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback.
• Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA).
• Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
• Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent.
• Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.
• Partner with internal key stakeholder teams to enhance the customer experience and elevate product-related concerns effectively.
• Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.

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:

• 10+ Years of relevant experience of which minimum 4+ years in people management.
• Strong knowledge of Java, SQL, RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
• Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and performance management for supporting employee experience.
• Experience being inclusive, while working with team members in different geographic locations and time zones.
• Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge.
• Demonstrated ability to identify process and team improvements, innovation and “Drawing the Owl” to creatively solve problems and allow your team to operate at scale.
• Have proven documentation ability to “write it down” to create and curate internal and external documentation.
• Have Strong English written and verbal communication skills.

Desired:

• Understanding and experience with AI related tools.
• Strong commercial acumen with the ability to identify expansion opportunities through customer interactions.
• Proven ability to design and implement large scale transformation initiatives, operating models, or support strategies that drive business outcomes.

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.

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.