Technical Account Manager

🔥 13 hours ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Serve as the designated technical support engineering contact for strategic customers • Support customers during Central hours (9am to 6pm CT) • Work customer-created cases and resolve complex technical problems • Provide proactive guidance using Twilio technologies • Recommend improvements to make customer environments less susceptible to business-impacting downtime • Address customer issues and provide feedback to Product and Engineering teams • Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems • Collaborate with teammates and Product and Engineering teams via Slack • File JIRAs to report reproducible bugs • Understand customer trends and analyze patterns • Drive improvements and report observations to management to improve the support process • Occasionally travel for project or team in-person meetings

🎯 Requirements

• 4+ years of relevant experience • Good knowledge of RESTful technology • Previous work with APIs • Ability to understand and troubleshoot issues with cloud solutions • Broad capabilities to troubleshoot server-side code: Java, Node.js, PHP, C#, and Python • Ability to troubleshoot client-side JavaScript • Good understanding of React and Redux • Skilled in troubleshooting network connectivity issues • Understanding of TCP/UDP and basics of SSL/TLS • High competency communicating complex technical issues to technical and non-technical audiences via phone or email • Comfortable working with customers’ developers to troubleshoot Twilio helper libraries • Advanced time management skills • Ability to work well under pressure • Proficiency developing workflows to increase troubleshooting efficiency while following standard processes and procedures • Excellence in task prioritization and evaluation of situational urgency • Interest in using customer feedback to identify and drive product improvements • Ability to collaborate with other departments • Dedication to customer experience • Experience managing dedicated customer accounts • Understanding of Telecoms and VOIP, including WebRTC and SIP (desired)

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Potential holiday coverage stipend • Remote-first work • Occasional in-person team gatherings, functional off-sites, customer meetings, or project/team meetings • Volunteering and donation support