Technical Account Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Act as the primary technical support engineering liaison for key customers.

• Resolve intricate technical issues faced by customers.

• Offer proactive advice utilizing Twilio technologies.

• Suggest enhancements to minimize the risk of business-impacting downtimes in customer environments.

• Work collaboratively with Twilio teams to develop solutions for customers.

• Partner with customers’ developers to troubleshoot Twilio helper libraries.

• Address customer concerns and relay feedback to Product and Engineering teams.

• Collaborate with customers’ developers, architects, and support teams on complex challenges.

• Engage with colleagues and Product and Engineering teams through Slack.

• Log JIRAs to document reproducible bugs.

• Examine customer trends and patterns for insights.

• Lead process enhancements and communicate findings to management.

⛳️ Requirements

• Over 4 years of demonstrated experience.

• Experience with Twilio Messaging and/or Voice.

• Strong understanding of RESTful technology.

• Prior experience with APIs.

• Capability to comprehend and resolve issues related to cloud solutions.

• Proficient in diagnosing network connectivity problems.

• Knowledge of TCP/UDP.

• Familiarity with the fundamentals of SSL/TLS.

• Comfortable collaborating with customers’ developers for troubleshooting Twilio helper libraries.

• Development experience in JavaScript, VOIP/SIP applications, or WebRTC is preferred.

• Twilio Messaging certification is a plus.

• Twilio Voice Certification is advantageous.

• Twilio Email Certification is also a plus.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Extensive parental leave.

• Wellness leave options.

• Comprehensive healthcare benefits.

• Retirement savings program.

• Support for volunteering and donations.

• Remote-first work model.

• Occasional travel for project or team meetings in person.

• Opportunities to engage in team events, functional off-sites, or customer meetings.