Technical Account Manager

SendGrid; Colombia; Presencial; COP 205.254.515 - 273.672.687; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Generous time off

Healthcare benefits

Descripción de la vacante

Twilio is seeking an experienced Technical Account Manager for a remote position in Colombia. This role involves providing technical support to customers, addressing issues, and collaborating with development teams.

The ideal candidate has over 4 years of experience and a strong understanding of APIs and troubleshooting. You'll engage with customers to enhance their experience, manage dedicated accounts, and contribute to product improvements.

Formación

• 4+ years of relevant experience in technical support.
• Proficient in RESTful technology and API troubleshooting.
• Experience with server-side and client-side technologies.

Responsabilidades

• Address customer issues and provide feedback to product teams.
• Collaborate with customers' developers to resolve complex problems.
• Analyze customer trends to enhance support processes.

Conocimientos

Technical support

Troubleshooting

API knowledge

Communication

Time management

Herramientas

Java

Node.js

PHP

C#

Python

JavaScript

Descripción del empleo

About the Job

Twilio is looking for an experienced Technical Account Manager who will serve as the designated technical support engineering contact for strategic customers. The role supports customers during Central hours (9am to 6pm CT), resolves complex technical problems, delivers proactive guidance, and helps reduce business‑impacting downtime. The TAM must be calm under high workload, prioritize effectively, and may volunteer for holiday coverage on a stipend basis.

Responsibilities

• Use strong technical and diplomatic skills to address customer issues and provide customer feedback to the Product and Engineering teams.
• Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems.
• Collaborate with teammates and the Product and Engineering teams via Slack and JIRA to report reproducible bugs.
• Analyze customer trends, identify patterns, drive improvements, and report observations to management to enhance support processes.

Qualifications

Required:

• 4+ years of relevant experience.
• Good knowledge of RESTful technology; prior work with APIs and ability to troubleshoot cloud solutions.
• Broad experience troubleshooting server‑side code (Java, Node.js, PHP, C#, Python) and client‑side JavaScript, including React and Redux.
• Skilled in troubleshooting network connectivity issues, understanding of TCP/UDP, SSL/TLS basics.
• High competency in communicating complex technical issues to technical and non‑technical audiences via phone or email.
• Comfortable working with customers’ developers to troubleshoot use of Twilio helper libraries.
• Inquisitive mindset to understand how things work.
• Advanced time management, ability to work under pressure, and proficiency in developing efficient workflows.
• Excellence in task prioritization and evaluation of situational urgency.
• Interest in using customer feedback to improve products.
• Enthusiasm for collaborating with other departments in finding solutions for customers.
• Demonstrated dedication to the customer experience.
• Experience managing dedicated customer accounts.

Desired:

• Understanding of Telecoms and VOIP, including WebRTC and SIP.

Location

This role is remote and based in Colombia.

Travel

Occasional travel may be required to participate in project or team in‑person meetings.

Benefits

Competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and more. Offerings vary by location.

Equal Opportunity Statement

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, political views, or any other applicable legally protected characteristic. Qualified applicants with criminal histories, consistent with applicable law, will be considered. Twilio participates in E‑Verify program where required.