Technical Account Manager 3

Summary

Join Twilio as a Technical Account Manager 3 and provide technical support to Personalized Support Customers. Collaborate with customers to troubleshoot and resolve complex technical issues. Proactively guide customers to maximize the value of Twilio technologies and recommend improvements to reduce downtime. Success requires composure under pressure, effective workload management, and strong prioritization skills. This role focuses on Eastern Time Zone customers and requires 4+ years of relevant experience in solving complex technical problems and account management. The position is remote and based in Colombia with occasional travel.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Development experience in Javascript or other scripting language

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program