Technical Account Manager 3

Summary

Join Twilio as a Technical Account Manager 3 and provide technical support to strategic North American customers during CST/EST hours. Resolve complex technical issues with potentially significant consequences, offering proactive guidance and recommendations to improve customer environments. Collaborate with internal teams and customers to troubleshoot problems and identify areas for improvement. Analyze customer trends and report findings to management to enhance support processes. This role requires strong technical and diplomatic skills, along with advanced time management and prioritization abilities.

Requirements

• 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

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', 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

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

Benefits

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