Staff Technical Account Manager

• 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 ET) 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
• 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

• Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
• Work from home opportunities
• Generous annual time off in all countries
• Comprehensive health programs
• Programs to help our employees plan for their retirement needs
• Generous maternity, paternity, and adoption leaves, as well as family medical care leave
• Variety of snacks, drinks, and catered meals in each of our locations

• 6 to 10+ years of relevant experience
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions
• 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
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
• Have an inquisitive mind to understand how things work
• Excellence in task prioritization and evaluation of situational urgency
• 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
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need
• Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries
• 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
• Experience in managing dedicated customer accounts
• Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
• Understanding of Telecoms and VOIP including WebRTC and SIP

• Applications for this role are intended to be accepted until September 28th, but may change based on business needs