Technical Account Manager 3 (Cloud)

TL;DR

Technical Account Manager 3 (Cloud): Serving as the designated technical support contact for strategic customers to resolve complex issues and provide proactive guidance with an accent on Twilio Messaging and Voice technologies. Focus on troubleshooting API integrations, optimizing customer environments to prevent downtime, and collaborating with internal engineering teams to drive product improvements.

Location: Must be based in Colombia

Company

Twilio is a leading cloud communications platform that empowers developers and businesses to build personalized customer experiences worldwide.

What you will do

• Act as the primary technical contact for strategic customers to resolve complex technical problems.
• Collaborate with customer developers to troubleshoot Twilio helper libraries and API implementations.
• Provide proactive guidance to improve customer environments and minimize business-impacting downtime.
• Partner with customer architects and support personnel to address high-stakes technical challenges.
• Report reproducible bugs via JIRA and communicate customer feedback to internal Product and Engineering teams.
• Analyze customer trends and patterns to drive improvements in support processes.

Requirements

• Must be based in Colombia
• 4+ years of proven technical experience
• Experience with Twilio Messaging or Voice products
• Strong knowledge of RESTful technology and cloud solution troubleshooting
• Proficiency in network connectivity issues including TCP/UDP and SSL/TLS
• Ability to collaborate effectively with developers and internal cross-functional groups

Nice to have

• Development experience in Javascript, VOIP/SIP applications, or WebRTC
• Twilio Messaging, Voice, or Email certifications

Culture & Benefits

• Competitive pay and comprehensive healthcare coverage
• Generous time off and wellness leave policies
• Retirement savings programs
• Support for volunteering and community impact initiatives
• Remote-first work culture with occasional travel for team and customer connection