Technical Account Manager - Remote Eligible

Technical Account Manager

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. We use Artificial Intelligence (AI) to help make our hiring process efficient, fair, and transparent, but automation never makes the final call. Every hiring decision is made by real Twilions, ensuring a human touch at every step.

About The Job

This role is essential for providing technical support and serving 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 role (TAM) offers proactive guidance to help customers maximize the value of Twilio technologies and recommends improvements to reduce the risk of critical downtime.

Success in this role requires staying composed under pressure, effectively managing high workloads, and demonstrating strong prioritization and situational assessment skills.

Responsibilities

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.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*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.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.