Technical Account Manager

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote‑first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day.

As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions.

Twilio is looking for an experienced Technical Account Manager who will be the designated technical support engineering contact for our strategic customers. As a designated TAM you will be supporting customers during Pacific hours (8am to 5pm PT) and resolving complex technical problems with potentially very costly and far‑reaching consequences. The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and delivers recommendations to make the customer’s environment less susceptible to business‑impacting downtime.

You should have an interest in digging deep as well as being able to zoom out and look at the larger picture. You are able to remain calm and effective at higher workloads and excel at prioritization and evaluation of situational urgency. There will also be potential need to volunteer for holiday coverage on a stipend basis.

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems with potentially very costly and far‑reaching consequences.
• Collaborate with teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Understand customer trends, analyze patterns, drive betterments, and report observations to the management team to improve our support process.

• 4 to 6+ years of relevant experience.
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
• Broad capabilities to troubleshoot server‑side code (Java, Node.js, PHP, C#, Python) and client‑side JavaScript, with a good understanding of React and Redux.
• Development experience in a scripting language (React, Node.js, JavaScript, Python).
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP and basics of SSL/TLS.
• High competency in communicating complex technical issues to both technical and non‑technical audiences via phone or email.
• Comfortable working with customers’ developers to troubleshoot use of the Twilio helper libraries.
• Have an inquisitive mind to understand how things work.
• Advanced time‑management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• Excellence in task prioritization and evaluation of situational urgency.
• Interest in utilizing customer feedback to identify and drive improvements in our products.
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
• Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.
• Experience in managing dedicated customer accounts.

• Understanding of Telecoms and VOIP including WebRTC and SIP.

This role will be remote and based in Bogota, Colombia, providing support during 9am to 6pm US Central Time.

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

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental…