Remote job
Technical Account Manager
Job details
About this role
Role overview
Serve as the designated technical contact for strategic customers, helping their teams resolve complex problems involving communications services and cloud integrations. Combine hands-on troubleshooting with proactive guidance to reduce the likelihood of business-impacting outages, while coordinating with customer developers and internal technical teams.
Responsibilities
- Work with customer developers to diagnose issues involving messaging, voice, and software helper libraries. - Partner with customer developers, architects, and support staff on technically complex or high-impact incidents. - Investigate API, cloud, and network connectivity problems and recommend ways to improve reliability. - Communicate customer issues and feedback to product and engineering teams; document reproducible defects. - Analyze support patterns and customer trends, then share findings that can improve service processes. - Prioritize work by urgency and remain effective during high workloads and sensitive customer situations.
Requirements
- At least four years of relevant professional experience. - Experience with messaging or voice communications services. - Knowledge of RESTful technologies and APIs, and ability to troubleshoot cloud solutions. - Ability to diagnose network connectivity issues, including familiarity with TCP/UDP and basic SSL/TLS. - Comfort troubleshooting developer libraries directly with customer engineering teams. - Strong technical communication and collaboration skills.
Nice to have
- Development experience with JavaScript, VoIP/SIP applications, or WebRTC. - Certifications in messaging, voice, or email communications services.
Benefits and work setup
- Remote position based in Colombia, with occasional travel for customer or team meetings. - Benefits vary by location and may include paid time off, parental and wellness leave, healthcare, and retirement savings.