Job Overview We are seeking a skilled Technical Account Manager to support and partner with our top-tier strategic customers in North America during Pacific time zone hours. This role will be responsible for resolving complex technical problems, providing proactive insights and guidance to customers, and collaborating with internal teams via Slack and JIRAs. Responsibilities: - Address customer issues and provide feedback to product and engineering teams. - Provide proactive insights and guidance to predict, prepare or prevent future high-impact situations. - Collaborate with customers' developers, architects, and support personnel to resolve complex problems. - Understand customer trends, analyze patterns, drive betterments, and report findings to the management team. Requirements Successful candidates will have: - 5+ years of relevant experience. - Good knowledge of RESTful technology, APIs, and cloud solutions. - Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript. - Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. - High competency in communicating complex technical issues to both technical and non-technical audiences. - Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows. Benefits Twilio offers competitive pay, generous time off, ample parental and wellness leave, healthcare, and retirement savings program. Other Details This role will be remote and based in Bogota, Colombia, providing support during Pacific hours. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.