Who we are At Twilio, we’re shaping the future ofcommunications, all from the comfort of our homes. We deliverinnovative solutions to hundreds of thousands of businesses andempower millions of developers worldwide to craft personalizedcustomer experiences. Our dedication to remote-first work, andstrong culture of connection and global inclusion means that nomatter your location, you’re part of a vibrant team with diverseexperiences making a global impact each day. As we continue torevolutionize how the world interacts, we’re acquiring new skillsand experiences that make work feel truly rewarding. Your career atTwilio is in your hands. See yourself at Twilio Join the team asour next Technical Account Manager 3 About the job Twilio islooking for an experienced Technical Account Manager who is goingto be the designated technical point contact to support and partnerwith our top tier strategic customers in North America during PSTworking hours. As a designated technical contact you will work withour customers to resolve complex technical problems withpotentially very costly and far-reaching consequences. You shouldhave an interest in digging deep as well as be able to zoom out andlook at the larger picture. TAMs are technical product experts thatare most familiar with their customer's’ implementation and Twiliotechnologies to deliver recommendations to make the customer’senvironment less susceptible to business impacting downtimeresolution. With their proactive insights & guidance TAMs aresupporting their customers and nurturing the customer Twiliopartnership actively. You are able to remain calm and effectiveduring critical escalations and spike in workloads and excel atprioritization and evaluation of situational urgency. There willalso be the potential need to volunteer for holiday coverage on astipend basis. Responsibilities In this role, you’ll: - Use yourstrong technical and diplomatic skills to address customer issuesand provide customer feedback to Twilio’s Product and Engineeringteams. - With Twilio product expertise, tooling and familiarity& understanding of the customer’s implementation you willprovide proactive insights and guidance that will help predict,prepare or prevent future high impact situations. - Work with ourcustomers' and partners' developers, architects, and supportpersonnel to resolve complex problems with potentially very costlyand far-reaching consequences. - Collaborate with your teammatesand the Twilio Product and Engineering teams via Slack as well asfiling JIRAs to report reproducible bugs. - Understanding customertrends, analyzing patterns, driving betterments and reporting whatyou observe to the management team in order to better improve oursupport process is a key part of the role. Qualifications Twiliovalues diverse experiences from all kinds of industries, and weencourage everyone who meets the required qualifications to apply.If your career is just starting or hasn't followed a traditionalpath, don't let that stop you from considering Twilio. We arealways looking for people who will bring something new to thetable! *Required: - 5+ years of relevant experience - Goodknowledge of RESTful technology, previous work with APIs andability to understand and troubleshoot issues with cloud solutions.- Broad capabilities to troubleshoot server-side code (Java,Node.js, PHP, C#, Python) and client-side JavaScript, with a goodunderstanding of React and Redux - Skilled in troubleshootingnetwork connectivity issues, with an understanding of TCP/UDP, andbasics of SSL/TLS. - High competency in communicating complextechnical issues to both technical and non-technical audiences viaphone or email mediums - Comfortable in working with customers’developers to troubleshoot use of the Twilio helper libraries. -Have an inquisitive mind to understand how things work - Advancedtime management skills, ability to work well under pressure, andproficiency at developing workflows to increase troubleshootingefficiency while still following standard processes and procedures.- Excellence in task prioritization and evaluation of situationalurgency. - Interest in utilizing customer feedback to identify anddrive improvements in our products. - Ability to stand in thecustomer’s shoes and demonstrated dedication to the customerexperience. - Experience in managing dedicated customer accounts.Desired: - Understanding of Telecoms and VOIP including WebRTC andSIP Location This role will be remote and based in Bogota,Colombia, providing support during Pacific hours (8am to 5pm PT)What We Offer Working at Twilio offers many benefits, includingcompetitive pay, generous time off, ample parental and wellnessleave, healthcare, a retirement savings program, and much more.Offerings vary by location. Twilio thinks big. Do you? We like tosolve problems, take initiative, pitch in when needed, and arealways up for trying new things. That's why we seek out colleagueswho embody our values — something we call Twilio Magic.Additionally, we empower employees to build positive change intheir communities by supporting their volunteering and donationefforts. So, if you're ready to unleash your full potential, doyour best work, and be the best version of yourself, apply now! Ifthis role isn't what you're looking for, please consider other openpositions. Twilio is proud to be an equal opportunity employer. Wedo not discriminate based upon race, religion, color, nationalorigin, sex (including pregnancy, childbirth, reproductive healthdecisions, or related medical conditions), sexual orientation,gender identity, gender expression, age, status as a protectedveteran, status as an individual with a disability, geneticinformation, political views or activity, or other applicablelegally protected characteristics. We also consider qualifiedapplicants with criminal histories, consistent with applicablefederal, state and local law. Qualified applicants with arrest orconviction records will be considered for employment in accordancewith the Los Angeles County Fair Chance Ordinance for Employers andthe California Fair Chance Act. Additionally, Twilio participatesin the E-Verify program in certain locations, as required by law.Twilio is committed to providing reasonable accommodations forqualified individuals with disabilities and disabled veterans inour job application procedures. If you need assistance or anaccommodation due to a disability, please contact us ataccommodations@twilio.com. #J-18808-Ljbffr