← All roles

Technical Account Manager 4

Twilio· Customer Support
Apply on company site
Hybrid (Colombia)full-timePosted 3w ago

About the role

Twilio is hiring a Technical Account Manager (TAM) to serve as the designated technical support engineering contact for strategic customers. The TAM provides proactive guidance, resolves complex technical problems, collaborates with product/engineering, and helps improve support processes while working Central hours (9am–6pm CT). Remote-friendly with potential in-person ad-hoc meetings; occasional travel may be required.

Responsibilities

  • - Use strong technical and diplomatic skills to address customer issues and provide feedback to Product and Engineering teams.
  • - Work with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially costly and far-reaching consequences.
  • - Collaborate with teammates and Product/Engineering teams via Slack and file JIRAs to report reproducible bugs.
  • - Understand customer trends, analyze patterns, drive improvements, and report observations to management to improve support processes.

Qualifications

  • 4+ years of relevant experience
  • Good knowledge of RESTful technology, APIs, and troubleshooting cloud solutions
  • Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript with React/Redux
  • Troubleshooting network connectivity issues with understanding of TCP/UDP and basics of SSL/TLS
  • High competency in communicating complex technical issues to technical and non-technical audiences via phone or email
  • Experience working with customers’ developers to troubleshoot use of Twilio helper libraries
  • Inquisitive mindset to understand how things work
  • Advanced time management, ability to work under pressure, and capability to develop efficient workflows
  • Excellence in task prioritization and evaluating situational urgency
  • Interest in using customer feedback to drive product improvements
  • Willingness to interact with other Twilio departments to find solutions
  • Ability to empathize with customers and dedication to customer experience
  • Experience in managing dedicated customer accounts

Skills

Required:RESTful APIsProgramming languagesNetwork and security basicsCommunication

Benefits

  • Competitive pay
  • Generous time off
  • Parental and wellness leave
  • Healthcare
  • Retirement savings program
  • Offerings vary by location
Last updated Oct 1, 2026. Interested? Apply on the company site.

About Twilio

Twilio platform for communications and programmable APIs across messaging, voice, video, and AI-enabled workflows.

AIAI agent productivityAll productsCDPCPaaSConversational AIConversationsCustomer Data Platform
Company profileWebsite

More open roles at Twilio