Escalation Expert
hace 3 semanas
**See yourself at Twilio**:
Join the team as our next Escalation Expert
**Who we are & why we're hiring**:
Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.
**About the job**:
**Responsibilities**:
In this role, you'll:
A day in the life of an Escalation Manager involves driving the most visible and impactful issues to resolution to ensure the success of our customers on Twilio platform. When a critical escalation is handled appropriately, it instills trust and strengthens our relationship with our customers.- You'll handle top escalations and major outage events; working cross functionally and engage key partners to drive effective communication and create a resolution.
- You'll participate in Support Escalation On-call rotation, responding and triaging critical escalations and partnering Support Managers to identify the "tiger team" and unblock customers.
- You'll participate in regular incident review meetings, track and improve key metrics for incident quality and effectiveness, and identify areas for process improvements.
- You'll partner with CSM, TAM and AE on post-mortem discussions with customers and act as their advocate to champion feedback and betterments to Product and Engineering.
- You'll develop and maintain unified escalation processes to reduce resolution time on business critical issues.
- You'll provide technical and soft-skills mentoring to Support Engineers.
**Qualifications**:
**Required**:
- You excel at being the point person who can elevate our response to complicated and time-sensitive customer concerns and incidents.
- 5+ years' in enterprise technical support, professional services or similar customer facing roles. At least 2 years in a senior technical role.
- Strong can-do mentality with a willingness to embrace the critical and time-sensitive nature of issues and incidents.
- Work optimally with Front Line Support Engineers as well as participate in other cross-team engagements to expedite resolutions to hot issues.
- Strong business insight and executive presence; you have the ability to lead executive-level communications on critical or sensitive issues.
- Excellent customer service skills; possessing a high degree of logic, tact and persistence under pressure while maintaining a positive demeanor.
- Ability to work independently with mínimal direct supervision and within a team.
- Highly motivated by challenges and passionate about conducting post mortems to identify process gaps and propose betterments.
- Willing to participate in an on-call rotation
**Desired**:
- Experience supporting and building on Twilio products.
- Previous experience as an Escalation Engineer or Technical Account Manager
- Prior telecom (Carrier, SIP, PBX) or messaging platform experience.
**Location**
This role will be based LATAM ( Colombia) region remotely.
This role will be asked to cover Eastern Time Zone hours.
**What We Offer**:
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
**Twilio thinks big. Do you?**:
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
If this role isn't what you're looking for, please consider other open positions.
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