Technical Account Manager 3

Summary

Join Twilio as a Technical Account Manager 3 and provide technical support to strategic customers, resolving complex technical problems. Work with customer developers, architects, and support personnel to troubleshoot issues. Collaborate with teammates and Twilio Product and Engineering teams to report bugs and improve support processes. Analyze customer trends and patterns to drive betterments. The role requires strong technical and diplomatic skills, and the ability to remain calm and effective under pressure. This remote position is based in Colombia and may require occasional travel.

Requirements

• 4+ years of relevant experience
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions
• Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
• Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries
• 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' and partners' 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, analyze patterns, drive betterments and report 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, VOIP / SIP Applications, WebRTC is a huge plus
• Portuguese speaker

Benefits

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