Role Description This position is needed to be the designated technical support engineering contact for our strategic customers. As a designated technical contact, you will work with our customers to resolve complex technical problems. 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 valuable contributions 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. Responsibilities - Be enthusiastic for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need. - Collaborate with customers’ developers to troubleshoot use of the Twilio helper libraries. - Possess strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. - Partner with our customers' and their developers, architects, and support personnel to tackle complex problems with potentially very costly and far-reaching consequences. - Work collaboratively with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. - Understand customer trends, analyze patterns, drive betterments and report what you observe to the management team in order to better improve our support process. Qualifications - 4+ years of proven experience. - Twilio Messaging and or Voice experience. - Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions. - Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. - Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries. - Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need. Requirements - Development experience in Javascript, VOIP / SIP Applications, WebRTC. - Twilio Messaging certification. - Twilio Voice Certification. - Twilio Email Certification. 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. Benefits - Competitive pay. - Generous time off. - Ample parental and wellness leave. - Healthcare. - Retirement savings program. - And much more. Offerings vary by location.

• Responsible for developing and maintaining a strong relationship with Enterprise customers (up to an approximate licence device count of 5,000) • Responsible for developing and maintaining SME-level knowledge for SOTI MobiControl and learning 1 additional SOTI One Platform product to support Enterprise Customers. • Should onboard Enterprise customers, presenting benefits and how to access them, establishing processes for contacting TAM, setting up an Administrator, raising cases and setting up regular cadence calls. • Deliver Quarterly Business Review,s including product roadmap (when available) in accordance with customers' requirements. • Provide ad-hoc technical consultancy, advice and guidance using product and general technical expertise, including the timely communication of potential issues that may cause disruption • Regularly attend TAM/Support sync meetings to assist and contribute towards the timely resolution/escalation of your customer's support cases. • Oversee and manage any customer-requested Root Cause Analysis (RCA's) for Priority 1 Cases, maintaining responsibility for the delivery of information back to the customer, preventing future recurrence. • Create and maintain a Business Profile containing personalised network diagrams, details on the setup and configuration of SOTI One Platform products, and specific business use cases that improve understanding and potential for QA prior to assisted or paid upgrades. • Contribute towards the creation of Webinars on a range of topics to benefit Premium and Enterprise customers, ensuring the sharing of accurate and up-to-date information designed to provide real business value. • Undertake Discovery Calls for your Enterprise customers to deliver paid Work Orders, or free PS Hours (if applicable) for all Professional Services SKUs. • Hold requirement gathering sessions with customers and provide feedback to the back-end software development team to assist in any product fixes, enhancements, etc. • Contribute towards the development and maintenance (or review/approval) of documentation to support the services delivered by SOTI Enterprise and Professional Services, • Accurately document all initial and sign-off communication to organise Work Orders. • Record progress against the delivery of service within Work Order, including the amount of time spent on each service delivered for your Enterprise customers. • Create and maintain Knowledge base documents that may be generated through errors or testing encountered, troubleshooting and research on known issues, as a result of SRT or advised by the customer and raised as JIRA (confirmed by Development) • Complete necessary SRT Manifest Testing for responsible SOTI One Platform products, attending SME meetings held by Product Managers to provide relevant feedback.

• Own Delivery engagement from ‘Initiation’ through ‘Launch’ to ‘Run’ of financial products • Own the technical relationship with clients, advising them on product capabilities and best practices for product success • Drive end-to-end project delivery for client implementations - building and managing delivery plans, tracking milestones, risks, and dependencies across client, Boxed, and NatWest estates • Collaborate closely with internal Delivery Management, Product, Engineering, Operations, Risk/Compliance, and supporting teams to resolve issues and unblock progress • Translate business needs into technical requirements - leading on technical design discussions with clients, understanding their proposition, and mapping requirements to our APIs and services • Partner with Product and Engineering to influence the future roadmap based on client needs • Set up and running governance frameworks, including regular status updates, steering committees, and escalation pathways - ensuring delivery against client expectations • Own and manage the standardised delivery and performance client reporting, alongside providing regular reporting to internal stakeholders

• Serve as the primary technical point of contact and strategic advisor for enterprise customers, aligning their technical strategy with overarching business goals • Partner closely with the enterprise account team as a technical SME to identify, support, and drive upsell, cross-sell, and renewal opportunities • Serve as the customer's expert advisor on configuring Agentic solutions within and alongside Docusign IAM • Ensure customer technical stakeholders possess the expertise and change management strategies required to successfully adopt existing, new, and evolving product functionality • Act as a strategic liaison to advocate for customer product needs, providing visibility into the Docusign product roadmap and matching future capabilities to customer use cases • Synthesize system telemetry, ticket trends, and operational data, applying predictive models to convert isolated symptoms and systemic risk patterns into formalized success programs that safeguard customer value and renewal cycles • Proactively evaluate and develop optimization plans for third-party and custom API integration • Maintain comprehensive, data-informed technical customer profiles to track architectural health, integration points, and overall supportability • Provide authoritative leadership during critical service disruptions, coordinating internal technical teams, facilitating rapid resolution, and overseeing post-incident improvement plans • Provide high-touch, consolidated risk management during high-stakes customer windows, inclusive of onboarding, live cutovers, major migrations and renewal windows • Participate in strategic internal projects under general supervision to enhance the frameworks, tools, and efficiencies of the global TAM organization • Maintain flexibility for occasional "off-hours" commitments, including customer Go-Live support, critical all-hands initiatives, and participation in a rotational on-call shift • Travel as necessary to deepen client relationships (approx 20%)