Job Description

Title: Technical Account Manager 3

Location: Remote – US

See yourself at Twilio

Join the team as Twilio’s next Technical Account Manager is going to be the designated technical support engineering contact for our strategic customers in North America during CST/EST working hours.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we’re headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We’re on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

This Technical Account Manager is going to be the designated technical support engineering contact for our strategic customers in North America during CST/EST working hours.

As a designated technical contact you will work with our customers to resolve 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.

Responsibilities

In this role, you’ll:

  • 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.
  • Understand customer trends, analyze patterns, drive betterments and report what you observe to the management team in order to better improve our support process is a key part of the role.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

  • 3+ years of experience working in a customer success or developer support environment
  • Working 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.
  • Demonstrated ability to communicate complex technical issues to both technical and non-technical audiences via phone, zoom, email, chat or other mediums.
  • Comfortable in working with customers’ developers to troubleshoot use of the 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 while following standard processes.
  • Excellent ability to prioritize tasks and evaluate 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.

Desired:

  • Broad capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS). Good understanding of React and Redux.

APPLY HERE