Technical Account Manager 3

Summary

Join Twilio as our next Technical Account Manager 3 and become the designated technical point of contact for our top-tier strategic customers in North America. You will work during PST hours, resolving complex technical issues and providing proactive insights to prevent future problems. Leveraging your expertise in Twilio products and technologies, you will collaborate with customers and internal teams to ensure smooth operations. This role requires strong technical and communication skills, along with experience in troubleshooting and account management. Twilio offers a remote-first work environment based in Bogota, Colombia, with competitive benefits.

Requirements

• 5+ years of relevant experience
• Good 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
• 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
• 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

Preferred Qualifications

Understanding of Telecoms and VOIP including WebRTC and SIP

Benefits

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