Technical Account Manager (SaaS)

TL;DR

Technical Account Manager (SaaS): Providing designated technical support and proactive guidance for strategic customers with an accent on resolving complex technical issues and optimizing cloud environments. Focus on troubleshooting server-side and client-side code, managing customer relationships, and driving product improvements through feedback.

Location: Must be based in Bogota, Colombia. Support hours: 9am to 6pm US Central Time.

Company

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

What you will do

• Serve as the primary technical support contact for strategic customers.
• Resolve complex technical problems and provide proactive guidance to prevent downtime.
• Collaborate with Product and Engineering teams to report bugs and share customer feedback.
• Analyze customer trends and patterns to improve support processes.
• Communicate complex technical issues effectively to both technical and non-technical stakeholders.
• Manage dedicated customer accounts and ensure high-quality service delivery.

Requirements

• 4 to 6+ years of relevant experience.
• Strong knowledge of RESTful technology and cloud solution troubleshooting.
• Proficiency in server-side (Java, Node.js, PHP, C#, Python) and client-side (JavaScript, React, Redux) development.
• Experience troubleshooting network connectivity (TCP/UDP, SSL/TLS).
• Must be based in Bogota, Colombia.
• Ability to work 9am to 6pm US Central Time.

Nice to have

• Understanding of Telecoms and VOIP including WebRTC and SIP.

Culture & Benefits

• Competitive pay and generous time off.
• Comprehensive healthcare and retirement savings programs.
• Support for parental and wellness leave.
• Remote-first work culture with global inclusion.
• Opportunities for volunteering and community impact.