Technical Account Manager

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

📋 Description

• Leverage your strong technical and diplomatic abilities to resolve customer issues while providing valuable feedback to Twilio’s Product and Engineering teams.

• Collaborate with developers, architects, and support personnel from our customers and partners to tackle complex problems that could have significant financial and operational impacts.

• Engage with your teammates and the Twilio Product and Engineering teams through Slack and report reproducible bugs by filing JIRAs.

• A critical aspect of this role involves understanding customer trends, analyzing patterns, and reporting observations to management to enhance our support processes.

⛳️ Requirements

• 4 to 6+ years of relevant experience.

• Strong knowledge of RESTful technology, prior experience with APIs, and the ability to comprehend and troubleshoot cloud solution issues.

• Extensive skills in troubleshooting server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a solid understanding of React and Redux.

• Development experience in a scripting language (REACT, Node.js, JavaScript, Python).

• Proficient in diagnosing network connectivity problems, with a grasp of TCP/UDP and the basics of SSL/TLS.

• High proficiency in conveying complex technical issues to both technical and non-technical audiences via phone or email.

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

• Possess an inquisitive mindset to understand how systems operate.

• Advanced time management skills, ability to perform well under pressure, and adeptness at developing workflows to enhance troubleshooting efficiency while adhering to established processes and procedures.

• Excellent task prioritization skills and the ability to evaluate situational urgency.

• Passion for utilizing customer feedback to identify and implement improvements in our products.

• Eagerness to interact and collaborate with other departments within Twilio to find the solutions our customers require.

• Ability to empathize with customers and a demonstrated commitment to enhancing the customer experience.

• Experience in managing dedicated customer accounts.

🏝️ Benefits

• Generous time-off.

• Ample parental and wellness leave.

• Healthcare.

• A retirement savings program.