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Twilio is seeking a Technical Account Manager to serve as the designated technical support engineering contact for strategic customers. In this role, you will work directly with customers to resolve complex technical problems, providing proactive guidance and recommendations to minimize business-impacting downtime.
You will collaborate closely with customers' developers, architects, and support personnel to troubleshoot Twilio helper libraries and tackle complex technical issues with potentially significant business consequences. You'll work cross-functionally with Twilio's Product and Engineering teams via Slack and JIRA to identify reproducible bugs and drive solutions. A key responsibility is understanding customer trends, analyzing patterns, and reporting observations to management to improve the overall support process.
You should be comfortable remaining calm and effective under higher workloads, excel at prioritization, and demonstrate strong technical and diplomatic skills. You'll need to balance deep technical problem-solving with the ability to zoom out and see the larger business picture. The role is remote-based in Colombia, though occasional travel may be required for customer meetings and team in-person gatherings.
Twilio is a remote-first company that delivers communications solutions to hundreds of thousands of businesses and empowers millions of developers worldwide. The company emphasizes connection, global inclusion, and diverse experiences.
REQUIREMENTS:
Required:
- 4+ years of proven experience with Twilio Messaging and/or Voice
- Good knowledge of RESTful technology, previous work with APIs, and ability to understand and solve issues with cloud solutions
- Skilled in solving network connectivity issues, with understanding of TCP/UDP and basics of SSL/TLS
- Comfortable troubleshooting Twilio helper libraries with customers' developers
- Enthusiasm for collaborating with other groups within Twilio to find customer solutions
Desired:
- Development experience in JavaScript
- VOIP/SIP application experience
- WebRTC experience
- Twilio Messaging certification
- Twilio Voice certification
- Twilio Email certification
