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Technical Account Manager

2 hours, 53 minutes ago
Colombia
Full-time
Mid Level
Technical Account Manager
Customer and Technical Support
C# Java JavaScript JIRA Node.js PHP Python React REST API TCP/IP Twilio WebRTC
Apply Now
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 131

Description

  • Serve as the designated technical support engineering contact for strategic customers.
  • Support customer cases during Central hours (9am to 6pm CT) and resolve complex technical problems.
  • Provide proactive guidance and recommendations to help customers reduce the risk of business-impacting downtime.
  • Work with customers’ and partners’ developers, architects, and support teams to troubleshoot and resolve issues.
  • Communicate customer issues and feedback to Twilio’s Product and Engineering teams.
  • Collaborate with teammates and internal teams through Slack and by filing JIRAs for reproducible bugs.
  • Analyze customer trends and patterns and report findings to management to improve support processes.
  • Prioritize issues based on urgency and remain effective under high workloads.
  • Volunteer for holiday coverage on a stipend basis when needed.

Requirements

  • 4+ years of relevant experience.
  • Strong knowledge of RESTful technology and experience working with APIs and cloud solutions.
  • Ability to troubleshoot server-side code, including Java, Node.js, PHP, C#, and Python.
  • Experience troubleshooting client-side JavaScript, with a good understanding of React and Redux.
  • Knowledge of network connectivity troubleshooting, including TCP/UDP and basic SSL/TLS.
  • Strong communication skills for explaining complex technical issues to both technical and non-technical audiences by phone or email.
  • Comfort working with customers’ developers to troubleshoot Twilio helper libraries.
  • Advanced time management skills, with the ability to work well under pressure and improve troubleshooting workflows while following standard processes.
  • Strong prioritization skills and ability to evaluate situational urgency.
  • Interest in using customer feedback to drive product improvements.
  • Ability to collaborate effectively with other departments and advocate for the customer experience.
  • Experience managing dedicated customer accounts.
  • Preferred: understanding of Telecoms and VoIP, including WebRTC and SIP.
  • Remote position based in Colombia.
  • Occasional travel may be required for project or team in-person meetings.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote-first work environment.
  • Support for volunteering and donation efforts.

Interested in this position?

Apply directly on the company website

Apply Now

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