Remote Technical Account Manager

Summary

The job is for a Technical Account Manager 3 at Twilio who will support top-tier strategic customers in North America during EST working hours. The role involves resolving complex technical problems, providing customer feedback to Twilio's Product and Engineering teams, collaborating with customers' developers, and offering proactive insights.

Requirements

• 3 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 strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams
• 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
• Collaborate with teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs
• Understand customer trends, analyze patterns, drive betterments, and report what you observe to the management team in order to improve our support process

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, and more (offerings vary by location)