About the Job

Twilio is looking for an experienced Technical Account Manager who will serve as the designated technical support engineering contact for strategic customers. The role supports customers during Central hours (9am to 6pm CT), resolves complex technical problems, delivers proactive guidance, and helps reduce business‑impacting downtime. The TAM must be calm under high workload, prioritize effectively, and may volunteer for holiday coverage on a stipend basis.

Responsibilities
- Use strong technical and diplomatic skills to address customer issues and provide customer feedback to the Product and Engineering teams.
- Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems.
- Collaborate with teammates and the Product and Engineering teams via Slack and JIRA to report reproducible bugs.
- Analyze customer trends, identify patterns, drive improvements, and report observations to management to enhance support processes.

Qualifications

Required:
- 4+ years of relevant experience.




- Good knowledge of RESTful technology; prior work with APIs and ability to troubleshoot cloud solutions.
- Broad experience troubleshooting server‑side code (Java, Node.js, PHP, C#, Python) and client‑side JavaScript, including React and Redux.
- Skilled in troubleshooting network connectivity issues, understanding of TCP/UDP, SSL/TLS basics.
- High competency in communicating complex technical issues to technical and non‑technical audiences via phone or email.
- Comfortable 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 proficiency in developing efficient workflows.
- Excellence in task prioritization and evaluation of situational urgency.
- Interest in using customer feedback to improve products.
- Enthusiasm for collaborating with other departments in finding solutions for c

📌 Technical Account Manager (Colombia)
🏢 SendGrid
📍 Colombia