Technical Account Manager 3

Location: Remote, based in Colombia; occasional travel may be required for project or team in-person meetings.

Company

Twilio provides communications solutions that help businesses and developers create personalized customer experiences.

What you will do

• Serve as the designated technical support engineering contact for strategic customers.
• Resolve complex technical problems and provide proactive guidance using Twilio technologies.
• Collaborate with customers’ developers, architects, and support personnel to troubleshoot Twilio helper libraries and customer environments.
• Work with Twilio Product and Engineering teams, including filing JIRAs for reproducible bugs.
• Analyze customer trends and issue patterns, provide feedback, and recommend improvements to the support process.

Requirements

• 4+ years of proven experience.
• Experience with Twilio Messaging and/or Voice.
• Good knowledge of RESTful technology, previous API experience, and the ability to understand and solve issues with cloud solutions.
• Experience solving network connectivity issues, with an understanding of TCP/UDP and the basics of SSL/TLS.
• Comfort working with customers’ developers to troubleshoot Twilio helper libraries.
• Enthusiasm for interacting and collaborating with other Twilio groups to find customer solutions.

Nice to have

• Development experience with JavaScript, VoIP/SIP applications, or WebRTC.
• Twilio Messaging certification.
• Twilio Voice certification.
• Twilio Email certification.

Culture & Benefits

• Remote-first work with a global and inclusive culture.
• Competitive pay and generous time off.
• Parental and wellness leave.
• Healthcare and a retirement savings program, with offerings varying by location.
• Opportunities to build relationships through customer meetings, team gatherings, and functional off-sites.

Hiring process

• Hiring decisions are made by Twilio employees, with artificial intelligence used to help make the process more efficient.
• A formal interview process is required; interviews are not conducted exclusively through text-based messaging applications.