Staff Technical Account Manager

Summary

Join Twilio as a Staff Technical Account Manager P4 and become the primary technical support contact for our strategic customers. You will resolve complex technical issues, provide proactive guidance using Twilio technologies, and offer recommendations to enhance customer environments. This role demands strong technical and diplomatic skills, the ability to handle high workloads effectively, and a dedication to customer success. You will collaborate with internal teams and customers to resolve problems, analyze trends, and improve support processes. The position requires 5+ years of relevant experience in a software or SaaS company and a deep understanding of various technologies and troubleshooting techniques. Based remotely in Australia, this role may involve occasional travel.

Requirements

• 5+ years of relevant experience as part of a support or operations team in a software or SaaS company
• Knowledge of web services, JavaScript (Node.js), React.JS, XML Python, Ruby, PHP, Java, C#, Swift, API and implementations using SDKs
• Broad capabilities to troubleshoot and debug server-side code and client-side code  (JavaScript, Android, iOS)
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
• Exceptional time management skills, emotional intelligence, interpersonal communication and ability to prioritize tasks while evaluating situational urgency
• Demonstrated history of driving complex product issue resolutions including escalation management, internal and external strategy planning through to solution delivery
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
• 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
• Actively contribute to the customer’s success by recommending and implementing strategies that drive results, exceed expectations, and create long-term value

Responsibilities

• 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
• 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

Preferred Qualifications

• Experience building and maintaining interactive dashboards using technologies such as Looker, Snowflake, Kibana, Splunk, Salesforce or others
• Demonstrated ability to develop workflows to increase troubleshooting efficiency while still following standard processes and procedures
• Experience working with Looker, Tableau, Salesforce, JIRA, Confluence, Airtable, Zendesk and other project tools

Benefits

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