Senior Technical Account Manager - Remote (Eastern Hours)

Twilio; Colombia; On-site; COP 110,000,000 - 190,000,000; Full time

Benefits offered by this job

Competitive pay

Generous time off

Healthcare

Retirement savings program

Job summary

Twilio is seeking a Technical Account Manager to be the designated technical support contact for strategic customers. You will work remotely from Colombia, supporting customers during EST business hours (9am–6pm) and quickly resolving complex issues with potentially high business impact.

The TAM will provide proactive guidance on Twilio technologies, collaborate with product and engineering teams, and help customers optimize their environments for reliability.

Qualifications

• 4 to 6+ years of relevant experience.
• Good knowledge of RESTful technology, APIs and cloud solutions.
• Broad capabilities to troubleshoot server-side and client-side code.
• Strong network troubleshooting, TCP/UDP, SSL/TLS basics.
• Excellent communication of complex technical issues to technical and non-technical audiences.
• Experience collaborating with developers and engineers.

Responsibilities

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.

Skills

RESTful APIs

Java

Node.js

Python

JavaScript

React/Redux

TCP/UDP/SSL

Technical communication

Account management

Job description

Twilio is seeking a Technical Account Manager to be the designated technical support contact for strategic customers. You will work remotely from Colombia, supporting customers during EST business hours (9am–6pm) and quickly resolving complex issues with potentially high business impact.

The TAM will provide proactive guidance on Twilio technologies, collaborate with product and engineering teams, and help customers optimize their environments for reliability.