Quick Summary
Who We Are
At Twilio, we are innovating the future of communications from a remote-first environment. We deliver cutting-edge solutions to hundreds of thousands of businesses and empower millions of developers globally to create personalized customer experiences.
Our commitment to remote work and a strong culture of global inclusion ensures that every team member, regardless of location, contributes to a vibrant team making a daily global impact. As we continue to revolutionize interactions worldwide, we foster an environment where acquiring new skills and experiences makes work truly rewarding. Your career trajectory at Twilio is in your hands.
Hiring and How We Work
We leverage Artificial Intelligence (AI) to streamline our hiring process, though all final hiring decisions are made by human Twilions. While Twilio operates as a remote-first company, occasional in-person attendance may be requested for team gatherings, functional off-sites, or customer meetings.
See Yourself at Twilio
Join our team as Twilio’s next Technical Account Manager.
Who We Are & Why We’re Hiring
Twilio provides real-time business communications and data solutions, enabling companies and developers globally to build superior applications and customer experiences.
Headquartered in San Francisco, we maintain a significant presence across South America, Europe, Asia, and Australia. We are dedicated to becoming a global company that actively combats racism and all forms of oppression and bias, championing diversity, equity, and inclusion in every region 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 designated TAM, you will provide support during Central Time (9am to 6pm CT), addressing customer-created cases and resolving complex technical problems that could have significant and costly consequences. This role requires a deep investigative interest, coupled with the ability to understand the broader picture. The TAM delivers proactive guidance to customers, adding value through Twilio technologies and recommending solutions to minimize business-impacting downtime. You must remain calm and effective under high workloads, excelling at prioritization and evaluating situational urgency. Opportunities for voluntary holiday coverage on a stipend basis may also arise.
Responsibilities
- Utilize strong technical and diplomatic skills to resolve customer issues and relay customer feedback to Twilio’s Product and Engineering teams.
- Collaborate with customer and partner developers, architects, and support personnel to resolve complex problems with potentially far-reaching consequences.
- Engage with teammates and Twilio Product and Engineering teams via Slack, and file JIRAs to report reproducible bugs.
- Analyze customer trends and patterns, drive improvements, and report observations to the management team to enhance our support processes.
Qualifications
Twilio values diverse experiences from various industries. We encourage all applicants who meet the required qualifications to apply, even if their skills don't perfectly match the job description. While desired qualifications strengthen a candidacy, we welcome applicants with alternative experiences. If your career is unconventional or just beginning, we encourage you to consider Twilio, as we continuously seek individuals who bring fresh perspectives.
Required Qualifications:
- 4+ years of relevant experience.
- Strong knowledge of RESTful technology, prior experience with APIs, and the ability to understand and troubleshoot cloud solutions.
- Extensive capabilities in troubleshooting server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a solid understanding of React and Redux.
- Proficiency in troubleshooting network connectivity issues, including knowledge of TCP/UDP and SSL/TLS fundamentals.
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email.
- Comfortable assisting customer developers in troubleshooting the use of Twilio helper libraries.
- An inquisitive mindset to understand underlying mechanisms.
- Advanced time management skills, ability to perform under pressure, and proficiency in developing efficient troubleshooting workflows while adhering to standard processes.
- Excellence in task prioritization and assessing situational urgency.
- Interest in leveraging customer feedback to identify and drive product improvements.
- Enthusiasm for cross-departmental collaboration within Twilio to find customer solutions.
- Ability to empathize with customers and a demonstrated commitment to enhancing the customer experience.
- Experience in managing dedicated customer accounts.
Desired Qualifications:
- Understanding of Telecoms and VOIP, including WebRTC and SIP.
Location
This is a remote role based in Bogota, Colombia, providing support during 9am to 6pm Central Time.
Travel
We prioritize connection and relationship-building with our customers and colleagues. Occasional travel may be required for this role to participate in project or team in-person meetings.
What We Offer
Twilio offers numerous benefits, including competitive pay, generous time-off, ample parental and wellness leave, healthcare, and a retirement savings program. Specific offerings may vary by location.
Twilio Thinks Big. Do You?
We value problem-solvers who take initiative, contribute when needed, and are open to new ideas. Our colleagues embody "Twilio Magic" values. We also empower employees to drive positive change in their communities through volunteering and donation support.
If you are ready to unleash your full potential, perform your best work, and be your best self, we encourage you to apply now! If this role isn't suitable, please explore other open positions.
Stay Alert to Recruitment Fraud
Your safety is important to us. Be aware that scammers may impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Always ensure you are communicating with an official @twilio.com email address. Twilio will never request payment, gift cards, cryptocurrency, or banking information during the recruitment process. We do not extend job offers without a formal interview process or conduct interviews exclusively via text-based messaging apps.
Twilio is proud to be an equal opportunity employer. We do not discriminate based on 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.