Technical Account Manager

🔥 5 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 on customer-created cases and resolve complex technical problems with potentially costly and far-reaching consequences • Provide proactive customer guidance using Twilio technologies • Recommend improvements to make customer environments less susceptible to business-impacting downtime • Address customer issues and provide feedback to Twilio 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, analyze patterns, drive improvements, and report observations to management to improve the support process • Occasionally travel to 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 cloud solutions • Broad capabilities to troubleshoot server-side code including Java, Node.js, PHP, C#, and Python • Ability to troubleshoot client-side JavaScript • Good understanding of React and Redux • Experience 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 by phone or email • Comfortable troubleshooting Twilio helper libraries with customers’ developers • 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 • Enthusiasm for interacting and collaborating with other Twilio departments • Ability to demonstrate dedication to the customer experience • Experience managing dedicated customer accounts • Understanding of Telecoms and VOIP, including WebRTC and SIP is desired

🏖️ Benefits

• Competitive pay • Generous time-off • Ample parental and wellness leave • Healthcare • Retirement savings program • Volunteering and donation support • Remote-first work • Potential holiday coverage on a stipend basis