Escalation Manager

Join the team as our next Escalation Manager 

Support Escalations is a newly formed team within Twilio Support to ensure our customers get the most critical help they need from us at the most meaningful time. An ideal Escalation Manager is an inventive and seasoned technical expert with a positive outlook and strong desire to help customers succeed. This candidate must be equally adept at liaising with internal teams e.g. Support, Customer Success Managers, and Engineering teams to solve complex technical issues for customers, as well as at managing technical executive-level customer communications. 

A regular day in the life of an Escalation Manager involves driving the most visible and impactful escalations 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.  

As an Escalation Manager, you will:

• Project manage top escalations, working cross functionally and engage key stakeholders to drive effective communication and resolution.
• Participate in Support Escalation On-call rotation, responding and prioritizing critical escalations and partner with front line Support managers to identify the “tiger team” to unblock customers.  
• Drive major outage events and serve as the escalation point for Support On-call engineers regarding incident responses and communications.  
• Participate in regular incident review meetings, track and improve key metrics for incident quality and efficiency, and identify areas for process improvements.   
• Partner with CSM, TAM and AE on post-mortem discussions with customers and be the customer advocate to champion feedback and betterments to Product and Engineering. 
• Develop and maintain unified escalation processes to reduce resolution time on business critical escalations. 
• Provide technical and soft-skills mentoring to Support Engineers. 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

Twilio is looking for an Escalation Manager to join the Support team to elevate our response to hot issues, escalations and incidents. The ideal candidate should have: 

• 5+ years’ experience in enterprise technical support, professional services or related customer facing roles, with at least 2 years in a senior technical role. 
• Strong can-do mentality and willingness to participate in on-call rotation and embrace the critical and time-sensitive nature of escalations and incidents.  
• Ability to work effectively with Front Line Support Engineers as well as participate in other cross-team engagements to expedite resolution to hot issues.  
• Strong business insight and executive presence, and the ability to manage executive-level communications on critical or sensitive issues.  
• Excellent customer service skills, and possess a high degree of logic, tact and patience under pressure while maintaining a positive attitude.
• Ability to work independently with little direct supervision and as a part of a team.
• Highly motivated by challenges and passionate about conducting post mortems to identify process gaps and propose betterments.  

Bonus Points:

• 1+ years of 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 in our RMZ EcoWorld Bangalore, India office. 

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.

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.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.