Technical Account Manager

TL;DR

Technical Account Manager (SaaS/Telecom): Serving as the primary technical support contact for strategic customers with an accent on resolving complex, high-impact technical issues and providing proactive guidance. Focus on troubleshooting cloud-based API integrations, analyzing customer trends, and driving product improvements through cross-functional collaboration.

Location: Must be based in Colombia. This role requires working during Pacific Time (9am to 6pm PT).

Company

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

What you will do

• Act as the designated technical support engineering contact for strategic customer accounts.
• Resolve complex technical problems and troubleshoot issues with cloud solutions and API integrations.
• Collaborate with Product and Engineering teams via Slack and Jira to report bugs and provide feedback.
• Analyze customer trends and patterns to drive improvements in support processes and product reliability.
• Communicate complex technical issues effectively to both technical and non-technical stakeholders.
• Provide proactive guidance to help customers optimize their environments and prevent downtime.

Requirements

• 4+ years of relevant professional experience.
• Must be based in Colombia and available to work 9am–6pm PT.
• Strong knowledge of RESTful technology, APIs, and cloud solution troubleshooting.
• Proficiency in troubleshooting server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript (React/Redux).
• Experience with network troubleshooting (TCP/UDP, SSL/TLS).
• Proven experience in managing dedicated customer accounts.

Nice to have

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

Culture & Benefits

• Competitive pay and comprehensive healthcare coverage.
• Generous time off, parental leave, and wellness programs.
• Retirement savings program.
• Remote-first work culture with a focus on global inclusion and connection.
• Opportunities for occasional travel for team and customer meetings.