Twilio - Manager, Technical Support

• 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! • 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.