Technical Account Manager

Summary

Join Twilio as a Technical Account Manager to provide technical support to strategic customers in EMEA. You will resolve complex technical issues, offer proactive guidance using Twilio technologies, and provide recommendations to improve customer environments. This role requires strong technical skills, diplomacy, and the ability to collaborate effectively with internal and external teams. The position is remote-based in select European locations with approximately 5% anticipated travel. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• 8+ years of relevant experience
• Fluent in Italian and English
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions
• Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
• Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries
• Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need

Responsibilities

• Use your 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
• Understand customer trends, analyze patterns, drive betterments and report what you observe to the management team in order to better improve our support process

Preferred Qualifications

• WebRTC experience is a huge plus
• JavaScript development experience with broad and deep capabilities to troubleshoot server-side code (primarily Node.js, C# / Java are bonus) and client-side code (React is a huge bonus) is preferable but not essential

Benefits

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