Technical Account Manager 4 (Telecom)

Location: Remote, based in Colombia; support Central hours from 9am to 6pm CT. Occasional travel may be required for project or team meetings.

Company

Twilio provides communications technology that enables businesses and developers to create personalized customer experiences.

What you will do

• Act as the designated technical support engineering contact for strategic customer accounts.
• Resolve complex issues involving REST APIs, cloud solutions, server-side code, client-side JavaScript, and network connectivity.
• Provide proactive technical guidance and recommendations to reduce the risk of business-impacting downtime.
• Collaborate with customer developers, architects, partners, Product, and Engineering teams to investigate issues and report reproducible bugs.
• Analyze customer trends and recurring patterns to improve support processes and products.

Requirements

• 4+ years of relevant experience, including experience managing dedicated customer accounts.
• Strong knowledge of REST technology, APIs, cloud troubleshooting, and Twilio helper libraries.
• Ability to troubleshoot server-side code in Java, Node, PHP, C#, or Python, as well as client-side JavaScript, React, and Redux.
• Experience troubleshooting network connectivity issues and understanding TCP, UDP, and SSL/TLS fundamentals.
• Excellent communication, prioritization, time management, and customer-focused problem-solving skills.
• Ability to work Central hours from 9am to 6pm CT while based in Colombia.

Nice to have

• Understanding of telecoms and VoIP, including WebRTC and SIP.

Culture & Benefits

• Remote-first work environment with opportunities for team gatherings, functional off-sites, and customer meetings.
• Competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.
• Potential holiday coverage on a stipend basis.
• Support for employee volunteering and community donations.

Hiring process

• Twilio uses artificial intelligence to support hiring efficiency, while final hiring decisions are made by employees.
• A formal interview process is required; interviews are not conducted exclusively through text-based messaging apps.