> Markdown version of [/jobs/ext/1321676-manager-technical-support](https://www.wearedevelopers.com/jobs/ext/1321676-manager-technical-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, Technical Support - **Company:** Twilio - **Location:** United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Java (Programming Language), Application Programming Interfaces (APIs), Artificial Intelligence, Data Analysis, Cloud Services, SQL Databases, Tableau (Software), Twilio, Restful APIs, Zendesk, Looker Analytics - **Published:** July 17, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=422d9d0de98dff9e ## About the Role 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. ## Description 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 escalate product-related concerns effectively. * Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges., 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. ## About Twilio **Industries:** Sales and Marketing, Telecommunications [Company profile](https://www.wearedevelopers.com/companies/3850-twilio) ### More Jobs at Twilio - [salesforce artificial intelligence architecture leadership documentation](https://www.wearedevelopers.com/jobs/ext/2000219-salesforce-artificial-intelligence-architecture-leadership-documentation) - [Engineer, Offensive Security Organization](https://www.wearedevelopers.com/jobs/ext/1992296-engineer-offensive-security-organization) - [Artificial Intelligence (AI)](https://www.wearedevelopers.com/jobs/ext/1952055-artificial-intelligence-ai) - [Senior Software Engineer (L3)](https://www.wearedevelopers.com/jobs/ext/1956800-senior-software-engineer-l3) - [Software Engineer, Platform Engineering (L2)](https://www.wearedevelopers.com/jobs/ext/1956829-software-engineer-platform-engineering-l2) ## Related Videos - [20 billion requests a week: Upgrading Twilio's API gateway at scale](https://www.wearedevelopers.com/videos/100234-20-billion-requests-a-week-upgrading-twilio-s-api-gateway-at-scale) - [API‑First: How Twilio Designs for Developers - Justin Kitagawa (Twilio)](https://www.wearedevelopers.com/videos/1801-api-first-how-twilio-designs-for-developers-justin-kitagawa-twilio) - [Rest API Antipatterns](https://www.wearedevelopers.com/videos/100208-rest-api-antipatterns) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Minimal infrastructure for Real‑Time Phone Agents: transcripts in, responses out](https://www.wearedevelopers.com/videos/1736-minimal-infrastructure-for-real-time-phone-agents-transcripts-in-responses-out) - [Teaching APIs Beyond the Docs - Alex Goldman](https://www.wearedevelopers.com/videos/1899-teaching-apis-beyond-the-docs-alex-goldman) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Should Tech Managers Be Developers First? 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