Technical Account Manager (SaaS)

TL;DR

Technical Account Manager (SaaS): Serving as the designated technical support contact for strategic customers with an accent on resolving complex technical issues and providing proactive guidance. Focus on analyzing customer trends, collaborating with internal engineering teams to improve product reliability, and ensuring high-quality support during Eastern business hours.

Location: Must be based in Colombia and available to work 9am to 6pm Eastern Time.

Company

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

What you will do

• Act as the primary technical support contact for strategic customer accounts.
• Resolve complex technical problems and provide proactive recommendations to prevent downtime.
• Collaborate with Product and Engineering teams via Slack and JIRA to report and track bugs.
• Analyze customer patterns and trends to drive improvements in support processes.
• Communicate complex technical issues effectively to both technical and non-technical stakeholders.
• Manage dedicated customer accounts with a focus on long-term success and satisfaction.

Requirements

• 4 to 6+ years of relevant experience in technical support or account management.
• Strong knowledge of RESTful technology and experience troubleshooting cloud-based APIs.
• Proficiency in troubleshooting server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript (React/Redux).
• Solid understanding of network connectivity, including TCP/UDP and SSL/TLS.
• Must be based in Colombia and able to work 9am to 6pm Eastern Time.
• Excellent communication skills for interacting with developers and business stakeholders.

Nice to have

• Understanding of Telecoms and VOIP technologies, specifically WebRTC and SIP.

Culture & Benefits

• Competitive pay and comprehensive healthcare coverage.
• Generous time off, parental leave, and wellness support.
• Retirement savings program.
• Strong culture of global inclusion and remote-first work.
• Opportunities for occasional travel for team and customer meetings.