Who We Are
At Twilio, we are shaping the future of communications from a remote-first environment. 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, coupled with a strong culture of connection and global inclusion, ensures that you are part of a vibrant team making a global impact daily, regardless of your location. As we continue to revolutionize how the world interacts, we acquire new skills and experiences that make work truly rewarding. Your career at Twilio is in your hands.
We utilize Artificial Intelligence (AI) to enhance our hiring process efficiency; however, every hiring decision is made by real Twilions!
See Yourself at Twilio
Join the team as Twilio’s next Technical Account Manager.
Who We Are & Why We’re Hiring
Twilio powers real-time business communications and data solutions, helping companies and developers worldwide build superior applications and customer experiences.
While headquartered in San Francisco, we maintain a global presence across South America, Europe, Asia, and Australia. We are committed to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we champion diversity, equity, and inclusion wherever we operate.
About the Job
Twilio is seeking an experienced Technical Account Manager (TAM) to serve as the designated technical support engineering contact for our strategic customers. As a dedicated TAM, you will provide support during Central Time hours (9am to 6pm CT), resolving complex technical problems with potentially significant business impact. This role requires both deep technical investigation and the ability to understand the broader picture. The TAM delivers proactive guidance to customers, adding value through the effective use of Twilio technologies and providing recommendations to minimize business-impacting downtime. You must remain calm and effective under high workloads, excelling at prioritization and evaluating situational urgency. There may also be opportunities to volunteer for holiday coverage on a stipend basis.
Responsibilities
In this role, you will:
- Utilize strong technical and diplomatic skills to address customer issues and provide valuable customer feedback to Twilio’s Product and Engineering teams.
- Collaborate with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially costly and far-reaching consequences.
- Work with teammates and the Twilio Product and Engineering teams via Slack, and file JIRAs to report reproducible bugs.
- Analyze customer trends and patterns, driving improvements and reporting observations to the management team to enhance our support processes.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences from various industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications strengthens a candidacy, we also encourage applicants with alternative experiences. If your career is just starting or has followed a non-traditional path, do not hesitate to consider Twilio. We are always seeking individuals who bring new perspectives to the table!
Required Qualifications
- 4+ years of relevant experience.
- Strong knowledge of RESTful technology, prior experience with APIs, and the ability to understand and troubleshoot issues with cloud solutions.
- Broad capabilities in troubleshooting server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux.
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP and the basics of SSL/TLS.
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email.
- Comfortable working with customers’ developers to troubleshoot the use of Twilio helper libraries.
- An inquisitive mind to understand how systems work.
- Advanced time management skills, ability to work effectively under pressure, and proficiency in developing workflows to increase troubleshooting efficiency while adhering to standard processes and procedures.
- Excellence in task prioritization and evaluation of situational urgency.
- Interest in utilizing customer feedback to identify and drive product improvements.
- Enthusiasm for interacting and collaborating with other Twilio departments to find solutions for our customers.
- Ability to empathize with customers and a demonstrated dedication to enhancing the customer experience.
- Experience in managing dedicated customer accounts.
Desired Qualifications
- Understanding of Telecoms and VOIP, including WebRTC and SIP.
Location
This role is remote and based in Colombia, providing support during 9am to 6pm Central Time.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, occasional travel may be required to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers numerous 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 Thinks Big. Do You?
We value problem-solvers who take initiative, contribute when needed, and are always open to trying new things. This is why we seek colleagues who embody our values, which we call Twilio Magic. Additionally, we empower employees to drive positive change in their communities by supporting their volunteering and donation efforts.
If you are ready to unleash your full potential, do your best work, and be your best self, apply now! If this role isn't what you're looking for, please consider other open positions.
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.