Manager, Technical Support
New
T
TwilioCommunications Technology
Remote - IndiaFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 10+ Years of relevant experience of which minimum 4+ years in people management
- Required Skills
- SQLCloud ComputingJavaPeople ManagementTableauRESTful APIsTechnical supportZendeskLooker
Requirements
- 10+ years of relevant experience, with at least 4+ years in people management.
- Strong knowledge of Java, SQL, and RESTful technology.
- Experience troubleshooting issues with cloud solutions.
- Demonstrated ability to identify process and team improvements.
- Proven ability to create and curate internal and external documentation.
- Strong English written and verbal communication skills.
- Experience working with team members in different geographic locations and time zones.
- Ability to learn new subjects and build relevant knowledge.
- Previous work with APIs.
Responsibilities
- Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, and SLA adherence.
- Directly manage a team of Technical Support Engineers, providing regular coaching, mentoring, and performance feedback.
- Lead internal and external escalations, including Support Duty Manager (SDM) escalations, to ensure rapid issue resolution.
- 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.
- Partner with Workforce Management (WFM) teams to plan scheduling, staffing, and operational requirements.
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