Development Manager
Togetherwork
AndroidAWSCloudiOS.NETPHPReactReact NativeSQL
Technical Account Manager – Level 3
Twilio
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇴 Colombia
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AndroidCloudiOSJavaJavaScriptNode.jsPHPPythonReactReduxRuby
About the role
- Designated technical support engineering contact for strategic customers in North America during CST/EST working hours
- Resolve complex technical problems for customers with potentially costly and far-reaching consequences
- Deliver proactive guidance and recommendations to customers to reduce business-impacting downtime
- Use technical and diplomatic skills to address customer issues and provide feedback to Twilio Product and Engineering teams
- Work with customers' developers, architects, and support personnel to troubleshoot and resolve issues
- Collaborate with teammates and Product/Engineering via Slack and file JIRAs to report reproducible bugs
- Understand customer trends, analyze patterns, drive improvements, and report observations to management to improve support processes
- Remain calm under high workloads, prioritize tasks, evaluate situational urgency, and handle escalations
Requirements
- 3+ years of experience working in a customer success or developer support environment
- Working knowledge of RESTful technology and 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#, Python)
- 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
- Demonstrated ability to communicate complex technical issues to technical and non-technical audiences via phone, Zoom, email, chat
- Comfortable working with customers’ developers to troubleshoot Twilio helper libraries, SDKs and overall use case health
- Advanced time management skills, experience with escalation handling, and proficiency at developing workflows to increase troubleshooting efficiency
- Excellent ability to prioritize tasks and evaluate situational urgency
- Interest in utilizing customer feedback to identify and drive improvements in products
- Enthusiasm for interacting and collaborating with other departments
- Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience
- Experience in managing dedicated customer accounts
- Desired: troubleshooting server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS)
Benefits
- competitive pay
- generous time off
- ample parental leave
- wellness leave
- healthcare
- retirement savings program
- remote-first work arrangement
- support for volunteering and donations
- occasional travel for in-person meetings
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
RESTful technologyAPIscloud solutionsserver-side codeJavaNode.jsPHPC#PythonJavaScript
Soft skills
communicationtime managementescalation handlingprioritizationcustomer experiencecollaborationproblem-solvingdiplomatic skillsanalytical skillscustomer feedback utilization
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