Remote Tech Support Manager, LATAM Leader

Nerdleveltech; Colombia; A distancia; 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

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.