Technical Account Manager 3 - Remote Eligible

Technical Account Manager 3

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 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 feel truly rewarding. Your career at Twilio is in your hands.

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

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.

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.

*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

This role will be remote and based in Colombia.

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.

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.