Who we areAt Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.Hiring and how we workWe use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.See yourself at TwilioJoin the team as Twilio’s next Technical Account Manager 4About the jobTwilio is looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for our strategic customers. As a designated TAM you will be supporting customers during Central hours (9am to 6pm CT) and working on the cases created by customers and resolving complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency. There will also be the potential need to volunteer for holiday coverage on a stipend basis.ResponsibilitiesIn this role, you’ll:Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.Work with our customers' and partners' developers, architects,



and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.QualificationsTwilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!Required4+ years of relevant experienceGood knowledge of RESTful technology, previous work with APIs and ability 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 good understanding of React and ReduxSkilled 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 via phone or email mediumsComfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries.Have an inquisitive mind to understand how things workAdvanced time management skills, ability to work well under pressure,



and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.Excellence in task prioritization and evaluation of situational urgency.Interest in utilizing customer feedback to identify and drive improvements in our products.Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.Experience in managing dedicated customer accounts.DesiredUnderstanding of Telecoms and VOIP including WebRTC and SIPLocationThis role will be remote, and based in Colombia.TravelWe prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.What We Offercompetitive paygenerous time offample parental and wellness leavehealthcareretirement savings programOfferings vary by location.Twilio thinks big. Do you?We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.Equal Opportunity StatementTwilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.#J-18808-Ljbffr

📌 Technical Account Manager 4 (Colombia)
🏢 SendGrid
📍 Colombia