T
Technical Account Manager
Contract type
Ongoing
Work mode
Remote · Colombia
Experience
Mid-level · 4+ years
Job description
Technical Account Manager 3 acting as the designated technical support engineering contact for Twilio's strategic customers, resolving complex technical problems and providing proactive guidance.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Colombia
What you'll do
- Be the designated technical support engineering contact for strategic customers and work with them to resolve complex technical problems
- Deliver proactive guidance to the customer through the use of Twilio technologies and deliver recommendations to make the customer's environment less susceptible to business impacting downtime
- Partner with customers' developers, architects, and support personnel to tackle complex problems with potentially very costly and far-reaching consequences
- Work collaboratively 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 the support process
- Provide customer feedback to Twilio's Product and Engineering teams
What we're looking for
- 4+ years of proven experience
- Twilio Messaging and or Voice experience
- Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions
- Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
- Comfortable in working with customers' developers to troubleshoot use of the Twilio helper libraries
- Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need
- Strong technical and diplomatic skills to address customer issues
Nice to have
- Development experience in Javascript, VOIP / SIP Applications, WebRTC
- Twilio Messaging certification
- Twilio Voice Certification
- Twilio Email Certification
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
Apply
Direct apply at Twilio
Opens the job posting at Twilio
About Twilio
Shaping the future of communications
Twilio delivers innovative solutions to hundreds of thousands of businesses and empowers millions of developers worldwide to craft personalized customer experiences. It is a remote-first company with a strong culture of connection and global inclusion.
Key facts
- Communications technology
- Remote-first company
- May be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings
- Uses AI to help make its hiring process efficient, with every hiring decision made by real Twilions
What they value
- Twilio Magic