Escalation Expert

hace 3 semanas


Bogota, Colombia Twilio A tiempo completo

**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.



  • Bogota, Colombia Percona A tiempo completo

    If you are passionate about all things MongoDB, love helping customers succeed, and want to play a critical role in the evolution of technical support for open source databases, Percona's Senior MongoDB Engineer position was made for you. You will serve on the front line, providing our customers with best of breed professional technical support services for...

  • Taag

    hace 1 mes


    Bogota, Colombia Prodigious A tiempo completo

    Company Description Publicis Global Delivery is the talent powerhouse of Publicis Groupe, the largest global communications group. We make sure to hire, boost and develop the best people worldwide to deliver outstanding work for the most prominent clients within the Groupe. In LATAM, we are over 1,700 passionate employees that love to push boundaries and...


  • Bogota, Colombia Nearshore Cyber A tiempo completo

    **Responsibilities**: - Monitor security alerts and respond to security incidents in real-time - Conduct security investigations and analysis to identify and mitigate potential threats - Perform regular security assessments and vulnerability scans - Develop and maintain security documentation, including incident response plans and standard operating...

  • Drug Safety Scientist

    hace 1 día


    Bogota, Colombia Organon A tiempo completo

    **The Position** - High performing senior specialist who leads signal detection, safety evaluation and risk management planning and activities for key Organon’s _highly complex_ medicinal products and/or medical devices during clinical development and/or for post-marketing PV setting from a scientific perspective by active participation and contribution...

  • Drug Safety Lead

    hace 1 día


    Bogota, Colombia Organon A tiempo completo

    **The Position** - Leads signal detection, safety evaluation and risk management planning and activities for low-medium complex_, _medicinal products and/or medical devices during clinical development and/or for established brands from a scientific perspective by active participation and contribution to, amongst others, the Organon Asset teams (when...


  • Bogota, Colombia Citi A tiempo completo

    The Latam Cash Operations Support Sr Analyst is an intermediate level role responsible for ensuring transactions/analysis/reports and processes are completed accurately and on time in coordination with the Transaction Services team. The overall objective is to research, conduct analyses, prepare reports, resolve issues and participate in different projects...


  • Bogota, Colombia Radware A tiempo completo

    Tier 2 Technical Support Engineer - Colombia - (2400001E) Radware has changed how businesses are securing the digital experience. As a result, it’s now the recognized industry leader and undergoing explosive growth in the rapidly expanding security market. If you’re an energetic, upstart engineer who enjoys working in a fast-paced environment and...

  • Noc Engineering

    hace 4 días


    Bogota, Colombia Emapta A tiempo completo

    **Job Information**: Job Family **IT*** Work Arrangement **Onsite*** City **Bogota*** State/Province **Cundinamarca*** Country **Colombia*** **Introduction/Brief Desc of the Client/Account**: **Transform the way you reach international success.** Are you ready to redefine your accounting and finance career? Join our international client and unlock...


  • Bogota, Colombia MSD A tiempo completo

    **Job Description**: We are a research-driven biopharmaceutical company. Our mission is built on the simple premise that if we “follow the science” that great medicines can make a significant impact to our world. We believe that a research-driven enterprise dedicated to world-class science can succeed by inventing medicine and vaccine innovations that...


  • Bogota, Colombia MSD A tiempo completo

    **Job Description**: We are a research-driven biopharmaceutical company. Our mission is built on the simple premise that if we “follow the science” that great medicines can make a significant impact to our world. We believe that a research-driven enterprise dedicated to world-class science can succeed by inventing medicine and vaccine innovations that...


  • Bogota, Colombia MSD A tiempo completo

    **Job Description**: The role is accountable for performance and compliance for assigned protocols and sites in a country. Under the oversight of the CRA manager the person ensures compliance of study conduct with ICH/GCP and country regulations, Merck/MSD policies and procedures, quality standards and adverse event reporting requirements internally and...


  • Bogota, Colombia Lenovo A tiempo completo

    **General Information**: - Req #- WD00049970- Career area: - Services- Country/Region: - Colombia- State: - Cundinamarca- City: - BOGOTA DC- Date: - Monday, March 6, 2023- Working time: - Full-time**Additional Locations**: - BOGOTA DC - Cundinamarca - Colombia**Why Work at Lenovo**: Here at Lenovo, we believe in smarter technology that builds a brighter,...


  • Bogota, Colombia SAP A tiempo completo

    **We help the world run better** **Expectations & Tasks** - Lead functional design validation workshops identify risks and provide recommendations to optimize business processes, system automation, system landscape and protection of investment. Senior Consultants are expected to resolve critical business process design issues and work closely with SAP...


  • Bogota, Colombia TikTok A tiempo completo

    Responsibilities TikTok TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. Why Join Us At TikTok, our people are humble, intelligent, compassionate and creative. We...


  • Bogota, Colombia MSD A tiempo completo

    The role is accountable for performance and compliance for assigned protocols and sites in a country. Under the oversight of the CRA manager the person ensures compliance of study conduct with ICH/GCP and country regulations, Company policies and procedures, quality standards and adverse event reporting requirements internally and externally. Acts as...


  • Bogota, Colombia MSD A tiempo completo

    The role is accountable for performance and compliance for assigned protocols and sites in a country. Under the oversight of the CRA manager the person ensures compliance of study conduct with ICH/GCP and country regulations, company policies and procedures, quality standards and adverse event reporting requirements internally and externally. Acts as...

  • HR Payroll Analyst

    hace 18 horas


    Bogota, Colombia SLB A tiempo completo

    The HR Payroll Analyst is responsible for ensuring employees are paid accurately and on time by carrying out the required payroll processes and procedures, and for performing activities in strict compliance with Schlumberger procedures, employment rules, manuals, policies and country legislation. Be responsible for end-to-end payroll processing as detailed...


  • Bogota, Colombia MSD A tiempo completo

    **Job Description**: The role is accountable for performance and compliance for assigned protocols and sites in a country. Under the oversight of the CRA manager the person ensures compliance of study conduct with ICH/GCP and country regulations, company policies and procedures, quality standards and adverse event reporting requirements internally and...

  • Drug Safety Lead

    hace 4 días


    Bogota, Colombia Organon A tiempo completo

    Job DescriptionThe PositionLeads signal detection, safety evaluation and risk management planning and activities for low-medium complex, medicinal products and/or medical devices during clinical development and/or for established brands from a scientific perspective by active participation and contribution to, amongst others, the Organon Asset teams (when...

  • TM Senior Consultant

    hace 2 semanas


    Bogota, Colombia SAP A tiempo completo

    We help the world run better Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly...