Escalation Expert

hace 4 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.


  • Network Expert

    hace 4 semanas


    Bogota, Colombia Radware A tiempo completo

    Network Expert - (2400001M) **Responsibilities**: The network expert team is part of the customer services group, as a network expert you will act as an escalation point for NOC, customers, and onboarding team for technical network issues. - Ensure 24/7 availability of our network, handling day-to-day production network issues. - Assist in incident response...


  • 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...


  • Bogota, Colombia Diageo A tiempo completo

    Job Description: Job Posting Title: Accounts Payable Subject Matter Expert (1 YEAR - FIXED TERM) - Location: Bogotá, Colombia- Type of Contract: PermanentAbout us: - From Arthur Guinness to Johnnie Walker, our business was founded on people of excellent character, and in 250 years, nothing’s changed. We’re the world’s leading premium alcohol company....

  • (Media) Account Manager

    hace 4 semanas


    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...


  • Bogota, Colombia Datavail A tiempo completo

    **Detailed Job Description: (add below)** 5+ years of experience as Desktop Support Engineer **Required Skills, Competencies, Authorities and Training Needs**: Roles and Responsibilities: - You will be reporting to Manager and work on the tasks assigned. - You will be responsible for configuring, projects, documentation, and performance tuning,...


  • Bogota, Colombia Diageo A tiempo completo

    Job Description: Job Posting Title: Accounts Payable Subject Matter Expert - Location: Bogotá, Colombia- Type of Contract: PermanentAbout us: - From Arthur Guinness to Johnnie Walker, our business was founded on people of excellent character, and in 250 years, nothing’s changed. We’re the world’s leading premium alcohol company. Our brands are...


  • 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 mes


    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...

  • Avp Securities

    hace 6 días


    Bogota, Colombia Citi A tiempo completo

    The Securities & Derivatives Manager is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to process orders and transactions originating from trading desks and branch offices in coordination with the Operations - Transaction Services team. The overall objective of this role...


  • Bogota, Colombia Equinix A tiempo completo

    Team Lead, Global Service Desk Equinix is the world’s digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global...


  • 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...


  • Bogota, Colombia Radware A tiempo completo

    Tier 2 Technical Support Engineer - (24000037) 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 interacting with...


  • Bogota, Colombia ConvaTec A tiempo completo

    6 key objectives of the job and the approximate % of time spent performing each objective. Incident Management, Troubleshooting and Issue Resolution: Investigate, diagnose, and resolve SAP-related technical issues reported by end-users, implementing effective solutions within defined timelines and ensuring mínimal impact on business operations:...


  • Bogota, Colombia Equinix A tiempo completo

    Team Lead, Global Service Desk Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global...

  • Tts Account Manager

    hace 3 semanas


    Bogota, Colombia Citi A tiempo completo

    TTS offers a broad range of treasury solutions, including cash management, commercial cards, trade services and trade finance. Our global platform is unique in the industry for its reach, interoperability and flexibility. It provides clients with timely, accurate information and dynamic, web-based tools to effectively manage their accounts, financial...

  • Noc Engineering

    hace 1 semana


    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 ConvaTec A tiempo completo

    Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services...


  • Bogota, Colombia Findigs A tiempo completo

    **The Team** Our Support team is responsible for addressing inbound help inquiries for both enterprise and consumer Findigs users. In addition to day-to-day requests, the team is charged with improving their processes to better meet user needs, providing feedback from users back to customer-facing and development teams, and prioritizing ongoing training to...

  • M365 Application Support

    hace 4 semanas


    Bogota, Colombia NielsenIQ A tiempo completo

    **Company Description** REFID727315 At NIQ, we deliver the most complete and clear understanding of consumer buying behavior that reveals new pathways to growth. We are looking for a highly motivated and talented Application Support Analyst to add to our Brandbank team! The NIQ Brandbank team is one of the world's most trusted providers of digital product...