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 our next Technical Account Manager 3 Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum. About the job Twilio is looking for an experienced Technical Account Manager who will be the designated technical point of contact to support and partner with our top-tier strategic customers in North America during PST/CST/EST working hours. As a technical contact, you will work with customers to resolve complex technical problems with potentially costly and far-reaching consequences. You should have an interest in digging deep and also be able to see the larger picture. TAMs are technical product experts familiar with their customer's implementation and Twilio technologies, providing recommendations to reduce downtime and improve stability. With proactive insights and guidance, TAMs support their customers and nurture the Twilio partnership. You must remain calm and effective during critical escalations and workload spikes, excelling at prioritization and evaluation of urgency. There may also be a need to volunteer for holiday coverage on a stipend basis. Responsibilities Use your technical and diplomatic skills to address customer issues and provide feedback to Twilio’s Product and Engineering teams. Provide proactive insights and guidance based on your expertise with Twilio products and customer implementations to prevent high-impact issues. Collaborate with developers, architects, and support personnel from customers and partners to resolve complex problems. Work with your teammates and the Twilio Product and Engineering teams via Slack and file JIRAs to report bugs. Analyze customer trends, identify patterns, drive improvements, and report observations to management to enhance support processes. Qualifications Twilio values diverse experiences and encourages all qualified applicants to apply, even if your background differs from the traditional path or if you are early in your career. We seek candidates who can bring new perspectives. 3 to 6+ years of relevant experience Good knowledge of RESTful APIs, troubleshooting cloud solutions, and API integrations Experience troubleshooting network connectivity issues, understanding TCP/UDP, SSL/TLS Excellent communication skills to explain complex technical issues to both technical and non-technical audiences Experience working with developers to troubleshoot using Twilio helper libraries Curiosity about how things work Strong time management, ability to work under pressure, and develop workflows for troubleshooting efficiency Prioritization skills and ability to assess urgency Interest in using customer feedback to improve products Collaborative mindset and customer-centric approach Experience managing dedicated customer accounts Understanding of Telecoms and VOIP, including WebRTC and SIP Location This role is remote, based in Colombia, supporting during US Eastern hours. What We Offer Competitive pay, generous time-off, parental and wellness leave, healthcare, retirement savings, and more. Benefits vary by location. Join Us We value problem-solving, initiative, and innovation. We support our employees' growth and community involvement. If you’re ready to unleash your potential and do your best work, apply now! If not, explore other openings. Equal Opportunity Employer : Twilio does not discriminate based on race, religion, gender, age, or other protected characteristics. We also consider qualified applicants with criminal histories in accordance with applicable laws. We are committed to providing accommodations for individuals with disabilities. Contact us at [email protected] for assistance. #J-18808-Ljbffr