Technical Account Manager 3 @Twilio

Overview

Twilio is looking for an experienced Technical Account Manager to act as the designated technical support engineering contact for its strategic customers. The role supports customers during Eastern hours (9am to 6pm Eastern) and focuses on resolving complex technical problems that could have significant implications.

Key Responsibilities

• Address customer issues using strong technical and diplomatic skills.
• Work with developers, architects, and support personnel to resolve complex technical problems.
• Collaborate with teammates and Twilio Product and Engineering teams via Slack, filing JIRAs to report reproducible bugs.
• Analyze customer trends and report observations to improve support processes.

Requirements

• 4 to 6+ years of relevant experience.
• Good knowledge of RESTful technology and experience with APIs.
• Ability to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript (React, Redux).
• Skilled in troubleshooting network connectivity issues and understanding TCP/UDP and SSL/TLS basics.
• High competency in communicating complex technical issues to varied audiences.
• Interest in utilizing customer feedback to identify product improvements.
• Experience in managing dedicated customer accounts.

Benefits

Working at Twilio offers benefits including competitive pay, generous time off, ample parental and wellness leave, and healthcare.

Location

This role is remote and based in Colombia, providing support during Eastern Time (9am to 6pm).

How to Apply

To apply, please ensure you are engaging with an official @twilio.com email address and follow the application process outlined on Twilio’s careers page.