Technical Account Manager

Twilio is looking for an experienced Technical Account Manager who will be the designated technical support engineering contact for strategic customers.

As a Technical Account Manager, you will support customers during Pacific hours (9am to 6pm PT) and work on cases created by customers, resolving complex technical problems with potentially costly and far-reaching consequences.

Responsibilities:

• Use 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.
• Collaborate with teammates and Twilio Product and Engineering teams via Slack and file JIRAs to report reproducible bugs.
• Analyze customer trends, patterns, and drive improvements to report to the management team.

Qualifications:

• 4+ years of relevant experience
• Good knowledge of RESTful technology, APIs, and cloud solutions
• Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP and SSL/TLS
• High competency in communicating complex technical issues to technical and non-technical audiences
• Comfortable working with customers' developers to troubleshoot use of Twilio helper libraries
• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows
• Excellence in task prioritization and evaluation of situational urgency
• Interest in utilizing customer feedback to identify and drive improvements in products
• Enthusiasm for interacting and collaborating with other departments within Twilio
• Ability to stand in the customer's shoes and demonstrated dedication to the customer experience
• Experience in managing dedicated customer accounts

Desired:

• Understanding of Telecoms and VOIP including WebRTC and SIP

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

What We Offer: Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.