SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
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'll need to balance deep technical troubleshooting with a broader strategic perspective, remaining calm and effective under higher workloads while excelling at prioritization and situational urgency assessment.
Key responsibilities include:
- Serving as the primary technical liaison for strategic customers, collaborating with their developers, architects, and support teams
- Troubleshooting customer use of Twilio helper libraries and resolving complex technical issues with potentially significant business consequences
- Partnering across Twilio's Product and Engineering teams via Slack and JIRA to identify solutions and report reproducible bugs
- Providing diplomatic and technical feedback to Twilio's product teams based on customer issues and trends
- Analyzing customer patterns and trends to drive improvements in Twilio's support processes
- Collaborating with internal teams to identify solutions and deliver valuable contributions through Twilio technologies
This is a remote role based in Colombia. You may be required to travel occasionally for project or team in-person meetings, and may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings.
Requirements:
- 4+ years of proven experience in technical support, customer success, or related field
- Hands-on experience with Twilio Messaging and/or Voice
- Strong knowledge of RESTful technology, APIs, and ability to understand and solve issues with cloud solutions
- Skilled in solving network connectivity issues with understanding of TCP/UDP and SSL/TLS basics
- Comfortable troubleshooting Twilio helper libraries with customers' developers
- Enthusiasm for cross-functional collaboration and problem-solving
Desired qualifications:
- Development experience in Javascript, VOIP/SIP applications, or WebRTC
- Twilio Messaging, Voice, or Email certifications
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
