About the role
At Twilio, the Customer Support team includes a Technical Account Manager role focused on supporting strategic clients with complex technical issues. The team works remotely, primarily during Central hours, and collaborates closely with product and engineering teams to resolve problems that could have significant business impacts. The role involves deep technical troubleshooting, proactive guidance, and maintaining strong customer relationships to ensure optimal use of Twilio's communication solutions.
Daily responsibilities include analyzing customer issues, troubleshooting APIs, server-side code, and network connectivity, and providing clear communication to both technical and non-technical audiences. The ideal candidate has at least four years of relevant experience, strong API knowledge, and skills in programming languages like Java, Python, or JavaScript. They should also be comfortable working remotely, managing multiple priorities, and contributing to product improvements based on customer feedback.
This position is contract-based, remote, and based in Bogotá, Colombia, supporting customers during specific hours. It offers opportunities for occasional travel and emphasizes collaboration across departments. The company values diverse backgrounds and encourages applicants with varied experiences, even if their career paths are unconventional. The role is suited for someone eager to solve complex problems and enhance customer success through technical expertise.