Technical Account Manager

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

📋 Description

• Act as the primary technical support engineering representative for key strategic clients

• Provide customer support during Central hours (9am to 6pm CT)

• Handle customer-generated cases and resolve intricate technical challenges

• Offer proactive recommendations utilizing Twilio technologies

• Suggest enhancements to reduce the likelihood of business-impacting downtime in customer environments

• Tackle customer concerns and relay feedback to Product and Engineering teams

• Collaborate with developers, architects, and support staff from customers and partners to address complex issues

• Work alongside teammates and Product and Engineering teams through Slack

• Create JIRAs to document reproducible bugs

• Analyze customer trends and patterns

• Advocate for improvements and communicate findings to management to enhance the support process

• Occasionally travel for project or team in-person meetings

⛳️ Requirements

• Over 4 years of relevant experience

• Strong understanding of RESTful technology

• Previous experience with APIs

• Capability to comprehend and troubleshoot cloud solution issues

• Extensive skills in troubleshooting server-side code: Java, Node.js, PHP, C#, and Python

• Proficiency in diagnosing client-side JavaScript issues

• Solid understanding of React and Redux

• Expertise in resolving network connectivity problems

• Familiarity with TCP/UDP and fundamentals of SSL/TLS

• High proficiency in communicating complex technical matters to both technical and non-technical audiences via phone or email

• Comfortable collaborating with customers’ developers to troubleshoot Twilio helper libraries

• Strong time management capabilities

• Ability to thrive under pressure

• Proficient in developing workflows to enhance troubleshooting efficiency while adhering to standard processes and procedures

• Exceptional in task prioritization and assessing situational urgency

• Keen interest in leveraging customer feedback to identify and promote product improvements

• Ability to work in collaboration with other departments

• Commitment to delivering an excellent customer experience

• Experience managing dedicated customer accounts

• Understanding of Telecoms and VOIP, including WebRTC and SIP (preferred)

🏝️ Benefits

• Competitive salary

• Generous paid time off

• Extensive parental and wellness leave

• Healthcare benefits

• Retirement savings plan

• Possible holiday coverage stipend

• Remote-first working environment

• Opportunities for occasional in-person team gatherings, functional off-sites, customer meetings, or project/team meetings

• Support for volunteering and donations