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Technical Account Manager 3 - Segment at Twilio. Location Information: Colombia. See yourself at Twilio. Join the team as Twilio’s next Technical Account Manager 3.. About the job. This position is needed to support our largest and most strategic customers by providing technical guidance and troubleshooting expertise. It is filled by a passionate engineer with customer-facing experience and deep interest in Twilio’s Segment or Communications products.. This individual thrives on helping people, solving complex problems, and playing a key role in the success of our customers. The ideal candidate is highly technical but also values staying close to the customer experience. On a daily basis, you'll likely engage with multiple programming languages, web frameworks, APIs, data warehouses, SQL queries, and more.. Responsibilities. In this role, you’ll:. Function as a consistent point of contact for a named portfolio of Personalized accounts. Provide answers, share standard methodologies and solve the most complex technical issues that Segment’s largest enterprise customers are facing. Act as a coordinator for escalated customer issues. Maintain customer promises by keeping tickets updated. Utilize feedback to improve customer experience and debugging strategies . Work closely with the product team and partners to improve customer satisfaction . Assist in preparation and execution of quarterly business reviews. Coordinate with internal and customer teams to ensure that the customer is getting the most value out of their subscription to Twilio’s services. Document customer specific implementation context for use internally. Qualifications . Twilio 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!. *Required:. 5+ years of experience in the Technical Support Engineering / Personalized Support Engineering / Customer Success Engineering roles or equivalent. Ability to effectively communicate technical concepts and identify patterns in customer experience. Solid client-side Javascript skills and experience working with APIs and server-side languages. Understanding of SQL. Strong commitment to learning the ins and outs of a complicated technical product. Ability to work as part of a larger account team over long project spans, requiring some availability outside of standard business hours. Experience with large enterprise customers and their unique demands (at least 1 year). Expertise in part or all of Twilio and Segment’s product portfolio (Segment Engage in particular) is highly desirable . Desired:. Expertise in part or all of Twilio and Segment’s product portfolio (Segment Engage in particular) is highly desirable . Location. This role will be remote and based in Colombia.. Travel . We 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 Offer. Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.