See yourself at Twilio

Join the team as Twilio’s next Technical Account Manager 3.

About the job

This position is needed to provide technical support and serve as the primary point of contact for our Personalized Support customers. As the designated technical liaison, you will collaborate with customers to troubleshoot and resolve complex technical issues that may have significant and widespread impact.

You should possess a strong curiosity for deep problem-solving, while also being able to step back and consider broader strategic implications. The Technical Account Manager (TAM) role offers proactive guidance to help customers maximize the value of Twilio technologies and includes recommending improvements to reduce the risk of critical downtime.

Success in this role requires the ability to remain composed under pressure, effectively manage a high workload, and demonstrate strong prioritization and situational assessment skills.

Responsibilities

In this role, you’ll:

Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. Work with our customers' , developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences. Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

This role will specifically focus on Eastern Time Zone customers and working hours will align. 4+ years of relevant experience Skilled in solving complex technical problems in a timely manner. Skilled in account management and ensuring that we are keeping stakeholders informed Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need

Desired:

Development experience in Javascript or other scripting language

Location

This role will be remote and based in Colombia

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.