Technical Account Manager

Twilio

. Serve as the designated technical support engineering contact for strategic customers .

Posted 11/11/2026full-timeRemote • ColombiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex technical issues related to cloud solutions and server-side code, with a strong ability to communicate effectively with both technical and non-technical audiences. Proficient in utilizing Twilio technologies and managing customer accounts to enhance service delivery and reduce downtime.

Highest-signal resume keywords

4+ Years Relevant ExperienceRESTful Technology KnowledgeServer-Side Code Troubleshooting: Java, Node.js, PHP, C#, PythonClient-Side JavaScript TroubleshootingUnderstanding of Telecoms and VOIP

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

RESTful TechnologyAPIsCloud Solutions TroubleshootingJavaNode.jsPHPC#PythonJavaScriptReact

Soft Skills

High Competency Communicating Technical IssuesAdvanced Time Management SkillsAbility to Work Well Under PressureTask PrioritizationSituational Urgency Evaluation

Tools & Technologies

Twilio TechnologiesSlackJIRATCP/UDPSSL/TLS

Industry Keywords

TelecomsVOIPWebRTCSIP

Tech Stack

Tools & technologies

CloudJavaJavaScriptNode.jsPHPPythonReactReduxVoIP

About the role

Key responsibilities & impact

Serve as the designated technical support engineering contact for strategic customers
Support customers during Central hours (9am to 6pm CT)
Work on customer-created cases and resolve complex technical problems
Provide proactive guidance and recommendations using Twilio technologies to reduce business-impacting downtime
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
Collaborate with teammates and Product and Engineering through Slack
File JIRAs to report reproducible bugs
Understand customer trends, analyze patterns, drive improvements, and report observations to management
Occasionally travel for project or team in-person meetings
Potentially volunteer for holiday coverage on a stipend basis

Requirements

What you’ll need

4+ years of relevant experience
Good knowledge of RESTful technology
Previous work with APIs
Ability to understand and troubleshoot issues with cloud solutions
Broad capabilities to troubleshoot server-side code: Java, Node.js, PHP, C#, and Python
Ability to troubleshoot client-side JavaScript
Good understanding of React and Redux
Skilled in troubleshooting network connectivity issues
Understanding of TCP/UDP and basics of SSL/TLS
High competency communicating complex technical issues to technical and non-technical audiences via phone or email
Comfortable working with customers’ developers to troubleshoot Twilio helper libraries
Advanced time management skills
Ability to work well under pressure
Proficiency developing troubleshooting-efficiency workflows while following standard processes and procedures
Excellence in task prioritization and evaluation of situational urgency
Experience managing dedicated customer accounts
Desired: Understanding of Telecoms and VOIP, including WebRTC and SIP

Benefits

Comp & perks

Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
Retirement savings program
Holiday coverage stipend
Remote-first work arrangement
Support for employee volunteering and donation efforts