At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and a strong culture of connection and global inclusion, means that no matter your location, you're part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we're acquiring new skills and experiences that make work truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio's next Technical Account Manager. Although headquartered in San Francisco, we have a presence throughout South America, Europe, Asia, and Australia. We are on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. Twilio supports diversity, equity, & inclusion worldwide. About the job We are seeking an experienced Technical Account Manager to serve as the primary technical support contact for our strategic customers. The role involves supporting customers during Central hours (9am to 6pm CT) , handling complex technical cases with significant impact, and providing proactive guidance to enhance customer environments using Twilio technologies. The role requires the ability to analyze both detailed technical issues and the broader customer context, maintain composure under workload pressures, and prioritize effectively. Holiday coverage may be required on a stipend basis. Responsibilities Utilize your technical and diplomatic skills to resolve customer issues and relay feedback to Twilio's Product and Engineering teams. Collaborate with developers, architects, and support personnel from customers and partners to troubleshoot complex problems. Work with teams via Slack and file JIRAs to report bugs and issues. Identify customer trends, analyze patterns, and report insights to improve support processes. Qualifications We value diverse experiences and encourage all qualified applicants to apply, regardless of traditional career paths. The ideal candidate will have: 4 to 6+ years of relevant experience. Strong knowledge of RESTful APIs, cloud solutions, and troubleshooting skills. Experience with network connectivity issues, TCP/UDP, SSL/TLS. Excellent communication skills for technical and non-technical audiences. Experience working with developers using Twilio helper libraries. Curiosity about how systems work. Effective time management, prioritization, and workflow development skills. Customer-centric mindset and experience managing dedicated accounts. Understanding of Telecoms, VOIP, WebRTC, and SIP. Location This remote role is based in Bogotá, Colombia, supporting during 9am to 6pm Central Time. Travel Occasional travel may be required for in-person meetings and project collaborations. What We Offer Competitive pay, generous time-off, parental and wellness leave, healthcare, retirement plans, and more. Benefits vary by location. Our Values We solve problems, take initiative, and embrace innovation. We seek colleagues embodying our Twilio Magic values and support their community involvement. If you're ready to unleash your potential and grow with us, apply now! If this role isn't a fit, consider other opportunities at Twilio. Equal Opportunity & Accommodations We are proud to be an equal opportunity employer and provide accommodations for applicants with disabilities. Contact us at ****** for assistance. #J-18808-Ljbffr