Technical Account Manager 3

Twilio Inc.

Job Overview

Location

Remote - Colombia

Job Type

Full-time

Full Job Description

📋 Description

• As a Technical Account Manager 3 at Twilio, you will serve as the primary technical liaison for strategic customers, ensuring seamless communication and resolution of complex technical issues that could have significant business impact. Your role is critical in maintaining customer trust and satisfaction by providing expert guidance and proactive support during Central Time hours (9am–6pm CT).
• Day to day, you will use your strong technical and diplomatic skills to address customer issues, collaborate with developers, architects, and support personnel to resolve intricate problems, and provide actionable feedback to Twilio’s Product and Engineering teams to drive product improvements.
• You will work closely with teammates and cross-functional teams via Slack and JIRA to report reproducible bugs, analyze customer trends and patterns, and recommend improvements to enhance support processes and prevent business-impacting downtime.
• Twilio is a remote-first, globally inclusive company shaping the future of communications, empowering hundreds of thousands of businesses and millions of developers worldwide with innovative solutions that enable personalized customer experiences.
• In this role, you will deepen your expertise in cloud technologies, API troubleshooting, and customer advocacy while developing advanced skills in prioritization, situational urgency evaluation, and cross-departmental collaboration—positioning you for growth into senior technical or leadership roles within Twilio’s expanding global support and customer success organization.

🎯 Requirements

• 4 to 6+ years of relevant experience in technical account management, customer support, or a related technical role
• Good knowledge of RESTful technology, APIs, and cloud solutions, with the ability to troubleshoot issues effectively
• Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, including understanding of React and Redux
• Skilled in troubleshooting network connectivity issues, with understanding of TCP/UDP and 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 use of Twilio helper libraries
• Advanced time management skills, ability to work well under pressure, and proficiency in developing efficient workflows while adhering to standard processes
• Excellence in task prioritization and evaluation of situational urgency
• Interest in utilizing customer feedback to identify and drive product improvements
• Enthusiasm for collaborating with other departments within Twilio to deliver customer-centric solutions
• Demonstrated ability to empathize with customers and dedication to enhancing the customer experience
• Experience in managing dedicated customer accounts

🏖️ Benefits

• Competitive pay and comprehensive compensation package
• Generous time off and ample parental and wellness leave
• Healthcare benefits and retirement savings program
• Opportunities for professional growth and skill development in a remote-first, globally inclusive environment
• Support for volunteering and donation efforts to drive positive change in communities
• Occasional travel opportunities to participate in in-person project or team meetings (stipend-based for holiday coverage)
• Access to Twilio’s culture of innovation, connection, and inclusion, where employees are empowered to build positive change and embody ‘Twilio Magic’

Skills & Technologies

Python

JavaScript

Java

PHP

React

Remote

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Twilio Inc.

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About Twilio Inc.

Twilio Inc. provides cloud-based communications platforms that enable developers to integrate voice, messaging, video, email, and authentication into applications via APIs. Founded in 2008, the company offers programmable services for SMS, voice calls, WhatsApp, email, and IoT connectivity, serving enterprises, startups, and communication service providers globally. Twilio operates a pay-as-you-go model, allowing customers to scale usage without managing underlying telecom infrastructure. The company is headquartered in San Francisco, California, and trades on the New York Stock Exchange under the symbol TWLO.

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