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Twilio is seeking an experienced Technical Account Manager to serve as the designated technical support engineering contact for strategic customers. You will provide proactive technical guidance and support during Central Time hours (9am–6pm CT), working on complex customer cases that may have significant business impact. The role combines deep technical troubleshooting with customer advocacy, requiring you to bridge communication between Twilio's Product and Engineering teams and customer developers, architects, and support personnel.
Key responsibilities include:
- Addressing customer technical issues using strong technical and diplomatic skills, providing feedback to Twilio's Product and Engineering teams
- Collaborating with customers' and partners' developers and architects to resolve complex problems with potentially costly consequences
- Working with teammates via Slack and filing JIRAs to report reproducible bugs
- Analyzing customer trends and patterns to identify improvements in support processes and product offerings
- Remaining calm and effective under higher workloads while excelling at prioritization and situational urgency evaluation
- Potential volunteer holiday coverage on a stipend basis
The role is remote-based in Bogotá, Colombia, with occasional travel required for team gatherings, functional off-sites, or customer meetings.
REQUIREMENTS:
Required qualifications:
- 4+ years of relevant experience
- Strong knowledge of RESTful technology, APIs, and ability to understand and troubleshoot cloud solutions
- Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with good understanding of React and Redux
- Skilled in troubleshooting network connectivity issues, with understanding of TCP/UDP and SSL/TLS basics
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email
- Comfortable working with customers' developers to troubleshoot Twilio helper libraries
- Inquisitive mindset to understand how systems work
- Advanced time management skills, ability to work well under pressure, and proficiency at developing efficient troubleshooting workflows
- Excellence in task prioritization and evaluation of situational urgency
- Interest in utilizing customer feedback to drive product improvements
- Enthusiasm for cross-departmental collaboration within Twilio
- Ability to empathize with customers and demonstrated dedication to customer experience
- Experience managing dedicated customer accounts
Desired qualifications:
- Understanding of Telecoms and VOIP including WebRTC and SIP
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
