Technical Account Manager

1 hour, 34 minutes ago
Full-time
Mid Level
Customer and Technical Support
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

Description

  • Serve as the primary technical point of contact for Personalized Support customers.
  • Troubleshoot and resolve complex technical issues with significant customer impact.
  • Provide proactive guidance to help customers maximize the value of Twilio technologies.
  • Recommend improvements to reduce the risk of critical downtime.
  • Communicate customer issues and feedback to Twilio Product and Engineering teams.
  • Collaborate with customers, developers, architects, and support personnel to solve complex problems.
  • Work with internal teams via Slack and file JIRAs for reproducible bugs.
  • Analyze customer trends and support patterns to identify improvements.
  • Report observations and recommendations to management to help improve the support process.

Requirements

  • 4+ years of relevant experience.
  • This role is focused on Eastern Time Zone customers and working hours will align.
  • Experience solving complex technical problems in a timely manner.
  • Experience in account management and keeping stakeholders informed.
  • Ability to collaborate with other groups within Twilio to find customer solutions.
  • Development experience in JavaScript or another scripting language is preferred.
  • Must be based in Colombia.
  • Occasional travel may be required for project or team in-person meetings.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave.
  • Wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote-first work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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