Senior Level Technical Support Technician Jobs
Senior level technical support technician jobs place experienced professionals in charge of complex escalations, infrastructure decisions, and the junior technicians who depend on their guidance. Openings are concentrated across on-site, remote, and hybrid settings in Technology & Software, Manufacturing, and Electronics & Hardware, with LangChain, Palo Alto Networks, and Salesforce hiring at this level now.
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Showing 5 of 44+ Senior Level Technical Support Technician jobs
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
.
See yourself at Twilio
Join the team as Twilio’s next Manager, Technical Support
About the job
This position is needed to lead one of Twilio's Customer Support teams in LATAM. In this role, you’ll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions.
We are looking for a people-person who’s passionate about delighting customers, mentoring and developing staff, learning about new and challenging subjects, and helping us improve processes and procedures. This role joins a fast-growing team of managers leading our global Voice Segment Platform Applications (VSPA) in LATAM. Reporting to the VSPA Senior Manager, this position is essential in supporting Twilio's continuing growth initiatives.
Responsibilities
In this role, you’ll:
- Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management.
- Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback.
- Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA).
- Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
- Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent.
- Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.
- Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively.
- Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:
- 10+ Years of relevant experience of which minimum 4+ years in people management.
- Strong knowledge of Java, SQL, RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
- Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and performance management for supporting employee experience.
- Experience being inclusive, while working with team members in different geographic locations and time zones.
- Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge.
- Demonstrated ability to identify process and team improvements, innovation and “Drawing the Owl” to creatively solve problems and allow your team to operate at scale.
- Have proven documentation ability to “write it down” to create and curate internal and external documentation.
- Have Strong English written and verbal communication skills.
Desired:
- Understanding and experience with AI related tools.
- Strong commercial acumen with the ability to identify expansion opportunities through customer interactions.
- Proven ability to design and implement large scale transformation initiatives, operating models, or support strategies that drive business outcomes.
Location
This role will be remote, and based in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, 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.
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.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
.
See yourself at Twilio
Join the team as Twilio’s next Manager, Technical Support
About the job
This position is needed to lead one of Twilio's Customer Support teams in LATAM. In this role, you’ll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions.
We are looking for a people-person who’s passionate about delighting customers, mentoring and developing staff, learning about new and challenging subjects, and helping us improve processes and procedures. This role joins a fast-growing team of managers leading our global Voice Segment Platform Applications (VSPA) in LATAM. Reporting to the VSPA Senior Manager, this position is essential in supporting Twilio's continuing growth initiatives.
Responsibilities
In this role, you’ll:
- Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management.
- Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback.
- Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA).
- Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
- Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent.
- Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.
- Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively.
- Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:
- 10+ Years of relevant experience of which minimum 4+ years in people management.
- Strong knowledge of Java, SQL, RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
- Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and performance management for supporting employee experience.
- Experience being inclusive, while working with team members in different geographic locations and time zones.
- Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge.
- Demonstrated ability to identify process and team improvements, innovation and “Drawing the Owl” to creatively solve problems and allow your team to operate at scale.
- Have proven documentation ability to “write it down” to create and curate internal and external documentation.
- Have Strong English written and verbal communication skills.
Desired:
- Understanding and experience with AI related tools.
- Strong commercial acumen with the ability to identify expansion opportunities through customer interactions.
- Proven ability to design and implement large scale transformation initiatives, operating models, or support strategies that drive business outcomes.
Location
This role will be remote, and based in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, 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.
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.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
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Who's Hiring
Top Industries Hiring
- Technology & Software14
- Manufacturing8
- Electronics & Hardware6
- Energy4
- Agriculture & Farming3
Senior Level Technical Support Technician Jobs: Frequently Asked Questions
How do I get a senior level technical support technician job?
Employers hiring at the senior level look for candidates who own complex troubleshooting from initial triage through root-cause resolution, not just ticket closure. Demonstrated experience leading incident response, mentoring junior technicians, and contributing to process improvements sets strong applicants apart. Certifications in systems administration, networking, or cloud platforms reinforce technical depth and signal readiness for the scope these roles carry.
Which companies hire senior level technical support technicians?
Companies hiring senior level technical support technicians right now include LangChain, Palo Alto Networks, and Salesforce, based on current listings on Migrate Mate as of August 2026. Hiring at this level comes from a broad mix of enterprise technology firms, managed service providers, healthcare systems, and large financial services organizations that depend on experienced technicians to anchor their support operations.
Are there remote senior level technical support technician jobs?
Yes, though availability varies by employer and the systems the role supports. About 48% of senior level technical support technician openings are remote or hybrid as of August 2026, reflecting strong demand from organizations whose support operations can run effectively outside a single office. Roles tied to on-site hardware or physical infrastructure tend to require more in-person presence.
What makes a technical support technician role senior level?
Senior level technical support technician roles go beyond resolving individual tickets. They involve owning escalated or systemic issues, setting technical standards for the team, contributing to knowledge bases and documentation, and mentoring less experienced technicians. Senior professionals are expected to identify patterns in recurring problems and drive process changes that reduce future incidents, not just respond to them.
Which industries hire the most senior level technical support technicians?
Senior Level technical support technician roles concentrate in Technology & Software, Manufacturing, and Electronics & Hardware, based on current listings on Migrate Mate as of August 2026. These sectors drive hiring at this level because their operations rely on complex, high-availability systems where experienced technicians are needed to manage risk, lead response efforts, and maintain service quality at scale.