Technical Account Manager 3

Summary

Join Twilio as a Technical Account Manager and provide technical support to strategic customers. You will support customers during Central hours (9am to 6pm CT), resolving complex technical problems. The role involves proactive guidance to customers, using Twilio technologies and making recommendations to prevent downtime. You will need strong technical and diplomatic skills, collaborating with customers and internal teams. Understanding customer trends and reporting to management is key. The position is remote, based in Bogota, Colombia, with occasional travel.

Requirements

• 4 to 6+ 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
• 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
• 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

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