Manager, Technical Support (Java/SQL/APIs)

TL;DR

Manager, Technical Support (Java/SQL/APIs): Leading customer support teams in LATAM to deliver extraordinary customer experiences with an accent on operational KPIs, people management, and technical troubleshooting. Focus on optimizing support workflows, mentoring staff, and managing high-level technical escalations.

Location: Remote (Must be based in Colombia)

Company

Twilio is a global leader in communications platforms, empowering developers to create personalized customer experiences via innovative cloud solutions.

What you will do

• Manage Customer Support teams in LATAM, ensuring KPIs like CSAT, SLA, and backlog management are met or exceeded.
• Develop career growth plans, providing regular coaching, mentoring, and performance feedback for team members.
• Lead internal and external technical escalations and perform detailed root cause analysis (RCA).
• Optimize support workflows using data-driven insights from tools such as Tableau, Looker, and Zendesk.
• Oversee the hiring and onboarding process for new Technical Support Engineers.
• Collaborate with Workforce Management (WFM) and internal stakeholders to enhance customer experience and surface product trends.

Requirements

• 10+ years of relevant experience, including at least 4+ years in people management.
• Strong technical knowledge of Java, SQL, RESTful technology, and APIs.
• Ability to troubleshoot issues with cloud solutions and manage employee experience.
• Experience working with distributed teams across different geographic locations and time zones.
• Strong English written and verbal communication skills required.
• Proven ability to create and curate internal and external documentation.

Nice to have

• Experience and understanding of AI-related tools.
• Commercial acumen to identify expansion opportunities through customer interactions.
• Proven ability to design and implement large-scale transformation initiatives or support strategies.

Culture & Benefits

• Remote-first work environment with a strong culture of connection and global inclusion.
• Competitive pay and generous time off.
• Comprehensive healthcare, parental leave, and wellness leave.
• Retirement savings program.
• Support for community volunteering and donation efforts.