Remote Technical Account Manager (TAM) 9-6 CT

Twilio Inc.; Bogotá ciudad; A distancia; COP 120.000.000 - 180.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare

Retirement savings program

Wellness leave

Descripción de la vacante

Twilio is seeking an experienced Technical Account Manager to be the designated technical support contact for our strategic customers. You will support during Central hours (9am to 6pm CT) and resolve complex issues with potentially costly consequences.

You will work with customers’ developers and partners, collaborate with Product and Engineering, and provide proactive guidance to make customers’ environments more reliable while reducing downtime.

Formación

• 4+ years of relevant experience.
• Strong knowledge of RESTful technology and APIs.
• Experience troubleshooting network issues including TCP/UDP and SSL/TLS.
• Able to communicate complex issues to technical and non-technical audiences.
• Comfortable working with customers’ developers and Twilio teams.
• Capable of prioritizing tasks under pressure and improving support processes.
• Interest in using customer feedback to drive product improvements.

Responsabilidades

• Address customer issues and provide feedback to Product and Engineering.
• Collaborate with customers' developers and partners to resolve complex problems.
• Coordinate with Twilio Product and Engineering via Slack and JIRA for bugs.
• Analyze customer trends and report insights to management to improve support.

Conocimientos

RESTful APIs

Cloud troubleshooting

Communication

Time management

Customer-facing

Problem analysis

Herramientas

Twilio APIs

REST

Descripción del empleo

Twilio is seeking an experienced Technical Account Manager to be the designated technical support contact for our strategic customers. You will support during Central hours (9am to 6pm CT) and resolve complex issues with potentially costly consequences.

You will work with customers’ developers and partners, collaborate with Product and Engineering, and provide proactive guidance to make customers’ environments more reliable while reducing downtime.