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Twilio
4 дня назад

Technical Account Manager (SaaS)

Формат работы
remote (только Colombia)
Тип работы
fulltime
Грейд
senior
Английский
b2
Страна
Colombia
Вакансия из списка Hirify.GlobalВакансия из Hirify RU Global, списка компаний с восточно-европейскими корнями
Для мэтча и отклика нужен Plus

Мэтч & Сопровод

Для мэтча с этой вакансией нужен Plus

Описание вакансии

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TL;DR

Technical Account Manager (SaaS): Serving as the designated technical support contact for strategic customers with an accent on resolving complex technical issues and providing proactive guidance. Focus on troubleshooting cloud solutions, analyzing customer trends, and driving product improvements through collaboration with engineering teams.

Location: Must be based in Bogota, Colombia, with support hours required during 9am to 6pm Central Time (CT).

Company

Twilio is a global leader in cloud communications, empowering developers and businesses to build personalized customer experiences through innovative data and messaging solutions.

What you will do

  • Act as the primary technical support contact for strategic customer accounts.
  • Troubleshoot and resolve complex technical problems involving APIs, server-side code, and network connectivity.
  • Collaborate with Product and Engineering teams to report bugs and provide actionable customer feedback.
  • Analyze customer usage patterns to identify trends and drive process improvements.
  • Deliver proactive guidance to help customers optimize their environments and prevent downtime.
  • Communicate complex technical issues effectively to both technical and non-technical stakeholders.

Requirements

  • 4 to 6+ years of relevant experience in technical support or account management.
  • Strong knowledge of RESTful technology, APIs, and cloud solution troubleshooting.
  • Proficiency in server-side languages (Java, Node.js, PHP, C#, Python) and client-side JavaScript (React, Redux).
  • Experience troubleshooting network issues including TCP/UDP and SSL/TLS.
  • Must be available to work during Central Time (9am to 6pm CT).
  • Excellent communication skills for managing dedicated customer accounts.

Nice to have

  • Understanding of Telecoms and VOIP technologies.
  • Experience with WebRTC and SIP protocols.

Culture & Benefits

  • Competitive compensation package.
  • Generous time-off policies and wellness leave.
  • Comprehensive healthcare and retirement savings programs.
  • Strong culture of global inclusion and remote-first work.
  • Opportunities for volunteering and community impact.

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