Remote Technical Account Manager

Summary

Join the team as our next Technical Account Manager 3, supporting top-tier strategic customers in North America during EST working hours. As a designated technical point contact, you will work with customers to resolve complex technical problems and provide proactive insights and guidance.

Requirements

• 3 to 6+ years of relevant experience
• 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, written and spoken English fluency is a must
• 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

Responsibilities

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams
• With Twilio product expertise, tooling and familiarity & understanding of the customer’s implementation you will provide proactive insights and guidance that will help predict, prepare or prevent future high impact situations
• 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

Benefits

• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program