Technical Account Manager 3 (Telecom)

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

Company

Twilio provides real-time business communications and data solutions that help companies and developers build applications and personalized customer experiences.

What you will do

• Serve as the designated technical support engineering contact for strategic customers.
• Resolve complex customer issues involving APIs, cloud solutions, server-side code, client-side JavaScript, and network connectivity.
• Provide proactive guidance and recommendations to reduce the risk of business-impacting downtime.
• Collaborate with customer developers, architects, partners, Product, and Engineering teams through support channels and JIRA.
• Analyze customer trends and recurring issues, report findings, and drive improvements to support processes and products.

Requirements

• 4+ years of relevant experience and experience managing dedicated customer accounts.
• Good knowledge of REST technology, APIs, and cloud troubleshooting.
• Ability to troubleshoot server-side code using Java, Node, PHP, C#, or Python, as well as client-side JavaScript; understanding of React and Redux.
• Experience troubleshooting network connectivity, with knowledge of TCP/UDP and SSL/TLS basics.
• Strong communication skills for explaining complex technical issues to technical and non-technical audiences.
• Advanced prioritization, time management, troubleshooting workflow, and customer-service skills.

Nice to have

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

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, off-sites, or customer meetings.
• Potential holiday coverage opportunities with a stipend.
• Generous time off, parental and wellness leave, healthcare, and a retirement savings program; offerings vary by location.
• Inclusive, globally distributed work environment focused on collaboration and positive community impact.

Hiring process

• Artificial intelligence may be used to support hiring efficiency, while final hiring decisions are made by Twilio employees.