Twilio is hiring a
Technical Account Manager

Summary

Join the team as Twilio's next Technical Account Manager (Mandarin speaking) to work with customers to resolve complex technical problems and provide proactive guidance on Twilio technologies. The role involves collaborating with teams, analyzing customer trends, and reporting findings to improve support processes.

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
• Proficiency in Chinese language (both oral and written) in order to support many of our Personalized Support customers from Hong Kong and China region

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

Benefits

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