Erika Knapp

About Erika Knapp

Support Manager with a strong foundation in telecommunications, IT, and API troubleshooting. I’m passionate about leading teams through complex customer issues, improving processes, and delivering high-quality support at scale. With a focus on collaboration, innovation, and continuous improvement, I bring structure and clarity to fast-moving environments while helping teams grow and succeed.

Experience

1. Technical Support Manager - M3

   Twilio

   Apr 2024 — Present · Bogotá, CO

   Lead a global team of technical support engineers serving business, production, and developer customers across multiple regions.• Oversee daily operations, performance management, scheduling, and resource planning, with a strong focus on improving Time to Solve (TTS), First Time Response, documentation quality, and team productivity.• Conduct weekly 1:1s, knowledge-sharing sessions, and career-development conversations to support growth, engagement, and technical excellence.• Completed ~7 end-to-end hiring cycles, selecting high-quality candidates and strengthening team capability.• Raised internal engagement scores by 20% through transparent communication, strong support structures, and a positive remote team culture.• Designed and implemented a data-tracking workflow using Airtable, improving operational visibility and enabling dashboard creation.

Education

• Universidad Santo Tomás

  Telecommunications Engineer, Ingeniería de telecomunicaciones

  1999 — 2006

• edX

  Cloud Infrastructure Technologies, Gestión de las telecomunicaciones

  2019 — 2019

• Politecnico di Torino

  Master E-Business and ICT for Management, Information Technology

  2010 — 2011