Technical Account Manager

TL;DR

Technical Account Manager: Providing designated technical support engineering contact for strategic customers, resolving complex issues and delivering proactive guidance on Twilio technologies with an accent on API/server-side troubleshooting, network connectivity (TCP/UDP, SSL/TLS), and communicating urgency and technical findings to both technical and non-technical stakeholders. Focus on analyzing customer trends, driving support process improvements, and collaborating with Product and Engineering teams via Slack and JIRAs.

Location: Remote and based in Colombia

Company

Twilio provides communications solutions and enables developers to build personalized customer experiences.

What you will do

• Serve as the primary technical support contact for strategic customers, handling cases and resolving complex technical problems.
• Collaborate with customers’ developers, architects, and support personnel to troubleshoot issues with potentially high business impact.
• Use strong technical and diplomatic skills to address customer issues, provide feedback to Product and Engineering teams, and file JIRAs for reproducible bugs.
• Analyze customer trends and patterns, drive support process improvements, and report observations to management.
• Support customers during Central hours (9am to 6pm CT) and provide occasional holiday coverage on a stipend basis.
• Travel occasionally for in-person project or team meetings.

Requirements

• Based in Colombia and able to work remotely.
• 4+ years of relevant experience.
• Strong knowledge of RESTful technologies and experience working with APIs; ability to understand and troubleshoot cloud solutions.
• Ability to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript with understanding of React and Redux.
• Skilled in troubleshooting network connectivity issues, including TCP/UDP, and basics of SSL/TLS.
• Ability to communicate complex technical issues to both technical and non-technical audiences via phone or email.

Nice to have

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

Culture & Benefits

• Remote-first work model; benefits vary by location.
• Competitive pay, generous time off, and ample parental and wellness leave.
• Healthcare and a retirement savings program.
• Opportunity to collaborate across departments and contribute to product and support improvements.

Hiring process

• Hiring decisions are made by real Twilions.