About the role
At Twilio, a leader in cloud communications, the Technical Account Manager role is part of the customer support team focused on strategic clients. This position involves being the primary technical liaison, helping customers resolve complex issues related to Twilio's messaging and voice technologies. The role supports developers and architects by troubleshooting and providing proactive guidance to minimize downtime and optimize the use of Twilio's APIs and services.
Day-to-day responsibilities include collaborating closely with customers and internal teams to diagnose and solve technical problems, often involving network connectivity and cloud solutions. The role requires strong communication skills to manage customer relationships and relay feedback to product and engineering teams. The manager also analyzes customer trends to improve support processes and may occasionally travel for meetings or team events.
Candidates should have at least four years of relevant experience, familiarity with RESTful APIs, TCP/UDP networking, and Twilio's messaging or voice products. Development experience in JavaScript, VoIP/SIP, or WebRTC is a plus, along with Twilio certifications. The position is remote-based in Colombia, emphasizing a remote-first culture with occasional in-person engagements to foster team connection and customer relationships.