Technical Account Manager

Summary

Join Twilio as a Staff, Technical Account Manager and become the dedicated technical support engineer for our key clients. You will tackle complex technical issues with significant potential impact, requiring deep technical understanding and strategic thinking. This role involves proactive guidance to customers on utilizing Twilio technologies, providing recommendations to minimize downtime, and remaining calm under pressure. You will collaborate with internal teams and customers to resolve problems, analyze trends, and report findings to improve support processes. Proficiency in both English and Japanese is essential for supporting our Japan-based clients. Twilio offers a remote-first work environment and a comprehensive benefits package.

Requirements

• 6+ 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
• 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 both English & Japanese language (both oral and written) in order to support many of our Japan Personalized Support customers, internal Japanese and non-Japanese Twilions

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

• Experience building and maintaining interactive dashboards using technologies such as Looker, Snowflake, Kibana, Splunk, Salesforce or others
• Demonstrated ability to develop workflows to increase troubleshooting efficiency while still following standard processes and procedures
• Experience working with Looker, Tableau, Salesforce, JIRA, Confluence, Airtable, Zendesk and other project tools

Benefits

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