Technical Account Manager

TL;DR

Technical Account Manager: Provide designated technical support engineering for strategic customers, resolving complex issues and guiding customers on using Twilio technologies with an accent on proactive troubleshooting, prioritization under urgency, and analyzing customer trends to improve the support process. Focus on handling cases during Pacific hours (9am to 6pm PT) and collaborating with Product and Engineering teams to report reproducible bugs and drive better outcomes.

Location: Remote (Bogota, Colombia) — support during 9am to 6pm PT (Pacific hours) / Central Time

Company

Twilio provides communications solutions and helps businesses and developers build personalized customer experiences.

What you will do

• Serve as the primary technical contact for strategic customers, resolving complex technical problems with potentially high business impact.
• Collaborate with customers’ and partners’ developers, architects, and support teams to troubleshoot issues across their environments.
• Provide proactive guidance and recommendations to help customers get added value from Twilio technologies and reduce downtime risk.
• Communicate complex technical issues to both technical and non-technical audiences via phone or email.
• Report reproducible bugs by filing JIRAs and provide customer feedback to Twilio Product and Engineering teams.
• Analyze customer trends and patterns, drive support process improvements, and report observations to management.

Requirements

• 4+ years of relevant experience.
• Strong knowledge of RESTful technologies, working with APIs, and troubleshooting issues with cloud solutions.
• Ability to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, including React and Redux.
• Skilled in troubleshooting network connectivity issues, including TCP/UDP fundamentals and SSL/TLS basics.
• Strong ability to communicate complex technical topics to technical and non-technical audiences via phone or email.
• Experience managing dedicated customer accounts and working effectively under pressure with strong prioritization and time management.

Culture & Benefits

• Remote-first work with support coverage aligned to Pacific hours (9am–6pm PT).
• Competitive pay, generous time off, and ample parental and wellness leave.
• Healthcare and a retirement savings program.
• Occasional travel may be required for in-person project or team meetings.