Technical Account Manager 3

Twilio is looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for our strategic customers. As a designated TAM you will be supporting customers during Eastern hours (9am to 6pm Eastern) and working on the cases created by customers and resolving complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency. There will also be the potential need to volunteer for holiday coverage on a stipend basis.

Responsibilities

Act as designated technical support engineering contact for strategic customers; Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams; Work with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences; Collaborate with teammates and Twilio Product and Engineering teams via Slack and file JIRAs to report reproducible bugs; Understand customer trends, analyze patterns, drive betterments, and report observations to management to improve support process; Deliver proactive guidance to customers through Twilio technologies and recommendations to reduce business-impacting downtime.

Requirements

4 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.

Nice to have

Understanding of Telecoms and VoIP including WebRTC and SIP

Benefits

competitive pay; generous time off; ample parental and wellness leave; healthcare; retirement savings program