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Technical Account Manager 3

Technical Account Manager at Twilio, supporting top-tier strategic customers.
Twilio
Remote
Colombia
Undisclosed salary
Job Description
Twilio is seeking a Technical Account Manager 3 to serve as the primary technical contact for top-tier strategic customers in North America. This role involves resolving complex technical issues, providing proactive insights, and nurturing customer partnerships. The Technical Account Manager will collaborate with internal teams and customer stakeholders to ensure smooth operations and prevent business-impacting downtime.

Responsibilities:
  • Address customer issues and provide feedback to Twilio’s Product and Engineering teams.
  • Provide proactive insights and guidance to prevent future high-impact situations.
  • Work with customers' developers, architects, and support personnel to resolve complex problems.
  • Collaborate with teammates and the Twilio Product and Engineering teams via Slack and JIRAs.
  • Analyze customer trends, drive improvements, and report observations to management.

Requirements:
  • 3 to 6+ years of relevant experience
  • Good knowledge of RESTful technology and APIs
  • Ability to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript
  • Skilled in troubleshooting network connectivity issues (TCP/UDP, SSL/TLS)
  • High competency in communicating complex technical issues
  • Comfortable working with customers’ developers
  • Advanced time management skills and ability to work under pressure
  • Excellence in task prioritization
  • Interest in utilizing customer feedback
  • Enthusiasm for collaborating with other departments
  • Ability to stand in the customer’s shoes
  • Experience in managing dedicated customer accounts

What Twilio Offers:
  • Competitive pay
  • Generous time-off
  • Healthcare
  • Retirement savings program
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