Remote Technical Account Manager (Eastern Hours)

Twilio; Colombia; A distancia; COP 291.658.564 - 388.878.086; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Healthcare

Wellness leave

Retirement savings program

Descripción de la vacante

Twilio is seeking an experienced Technical Account Manager to serve as the primary technical contact for strategic customers. The TAM will support Eastern hours (9am-6pm ET) and resolve complex issues, applying Twilio technologies and suggesting improvements to reduce downtime.

This remote role is based in Colombia, with occasional travel and potential holiday coverage on stipend. Strong communication and collaboration across teams are essential for success.

Formación

• 4 to 6+ years of relevant experience.
• Good knowledge of RESTful technology, APIs, and troubleshooting cloud solutions.
• Skilled in troubleshooting network connectivity, TCP/UDP, SSL/TLS.
• Excellent communication of complex technical issues to technical and non-technical audiences.
• Able to work with customers’ developers to troubleshoot Twilio helper libraries.
• Strong curiosity to understand how systems work.
• Excellent time-management, pressure handling, and ability to create efficient troubleshooting workflows.
• Excellent prioritization and urgency evaluation.
• Interest in using customer feedback to improve products.
• Collaborate effectively with other Twilio departments to meet customer needs.

Responsabilidades

• Use technical and diplomatic skills to address customer issues and relay feedback to Product and Engineering teams.
• Collaborate with customers' developers, architects, and support to resolve complex problems with potentially costly outcomes.
• Coordinate with Product and Engineering via Slack and JIRA to report reproducible bugs.
• Analyze customer trends, patterns, and observations to improve support processes.

Descripción del empleo

Twilio is seeking an experienced Technical Account Manager to serve as the primary technical contact for strategic customers. The TAM will support Eastern hours (9am-6pm ET) and resolve complex issues, applying Twilio technologies and suggesting improvements to reduce downtime.

This remote role is based in Colombia, with occasional travel and potential holiday coverage on stipend. Strong communication and collaboration across teams are essential for success.