Technical Account Manager (SaaS)

Location: Remote, based in Bogota, Colombia; support coverage during Pacific hours and 9am to 6pm US Central Time. Occasional travel may be required for customer, project, or team meetings.

Company

Twilio provides communications technology that enables businesses and developers to create personalized customer experiences.

What you will do

• Act as the designated technical support engineering contact for strategic customer accounts.
• Resolve complex customer issues involving APIs, cloud solutions, server-side code, client-side JavaScript, and network connectivity.
• Provide proactive technical guidance and recommendations to reduce business-impacting downtime.
• Collaborate with customer developers, architects, partners, Product, and Engineering teams to investigate and resolve problems.
• Report reproducible bugs through JIRAs and share customer feedback with internal teams.
• Analyze customer trends and support patterns to improve workflows and support processes.

Requirements

• 4 to 6+ years of relevant experience and experience managing dedicated customer accounts.
• Strong knowledge of RESTful technology, APIs, and cloud troubleshooting.
• Ability to troubleshoot server-side code in Java, Node.js, PHP, C#, and Python, as well as client-side JavaScript, React, and Redux.
• Development experience with a scripting language and knowledge of TCP/UDP, SSL/TLS, and network connectivity troubleshooting.
• Strong communication skills for explaining complex technical issues to technical and non-technical audiences.
• Advanced prioritization, time management, investigation, and workflow-development skills, including the ability to work under pressure.

Nice to have

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

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, functional off-sites, or customer meetings.
• Competitive pay and generous time off.
• Parental and wellness leave, healthcare, and a retirement savings program, with offerings varying by location.
• Potential holiday coverage on a stipend basis.
• Opportunities to participate in volunteering and community-support initiatives.

Hiring process

• Hiring decisions are made by Twilio employees, with artificial intelligence used to help streamline the process.
• The formal process includes interviews; recruitment communications should come from an official twilio.com address.