# Manager, Technical Support

**Company**: Twilio
**Location**: Remote - India
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8016226?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_efcf5806-fd6

## Description

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.

As a Manager, Technical Support, you will lead one of Twilio's Customer Support teams in India. You will help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions.

### Responsibilities

- **Customer Service & Operational Excellence**: Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs. Own weekly DSAT reviews, ticket analysis, and coaching feedback loops to improve customer satisfaction. Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience.

- **Team Leadership & Development**: Directly manage a team of Technical Support Engineers, ensuring high levels of engagement, motivation, and performance. Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback. Drive accountability among direct reports, leveraging tooling & reports to monitor and improve key performance metrics.

- **Escalation & Incident Management**: Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA). Collaborate with cross-functional teams to implement betterment plans for recurring issues.

- **Process Improvement & Strategy**: Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk. Partner with other managers and business stakeholders to improve support processes and enhance customer experience.

- **Hiring & Workforce Planning**: 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.

- **Cross-functional Collaboration**: Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively.

### Qualifications

- 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 India (Delhi, Karnataka, Maharashtra, Telangana, Tamil Nadu).

### 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.

## Skills

### Required
- Java
- SQL
- RESTful technology
- APIs
- cloud solutions
- Tableau
- Looker
- Zendesk

### Nice to have
- AI related tools
- commercial acumen
- large scale transformation initiatives

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8016226?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)