Technical Account Manager 3 Job at Stytch

Technical Account Manager 3

Stytch

Location:
Colombia

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Twilio 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.

Job Responsibility:

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

Requirements:

4 to 6+ years of relevant experience
Good 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 Redux
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 via phone or email mediums
Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries
Have an inquisitive mind to understand how things work
Advanced 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

Nice to have:

Understanding of Telecoms and VOIP including WebRTC and SIP

What we offer:

competitive pay
generous time off
ample parental and wellness leave
healthcare
a retirement savings program
support for volunteering and donation efforts

Additional Information:

Job Posted:
March 19, 2026

Work Type:

Remote work

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