remoteonsite
Technical Support Manager - Twilio
Software Engineer
Lead a remote technical support team delivering cloud communications solutions, leveraging AI-driven tools to resolve incidents, improve service quality, and drive operational excellence for a high‑growth SaaS platform.
About the role
Key Responsibilities
- Manage and mentor a distributed technical support team, setting performance goals and fostering a culture of continuous improvement.
- Oversee end‑to‑end incident lifecycle, ensuring rapid triage, root‑cause analysis, and timely resolution of customer issues.
- Collaborate with product, engineering, and AI teams to integrate intelligent automation into support workflows.
- Develop and maintain support processes, SLAs, and knowledge‑base content to enhance self‑service and reduce ticket volume.
- Analyze support metrics and customer feedback to drive data‑backed improvements and inform product roadmap.
Requirements
- 5+ years of experience in technical support or customer‑facing engineering roles, with at least 2 years in a leadership capacity.
- Strong understanding of cloud communications platforms, APIs, and SaaS delivery models.
- Proven ability to manage incident response, escalation procedures, and post‑mortem analysis.
- Experience leveraging AI/ML tools for automation, ticket routing, or predictive support.
- Excellent communication, stakeholder management, and people‑development skills.
Skills
sqljavatableaulookerprocess improvement