Technical Account Manager 3

See yourself at Twilio

Join the team as Twilio’s next Technical Account Manager 3.

About the job

We are looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for our strategic customers in North America during CST/EST working hours. As a designated technical contact you will work with our customers to resolve 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.

Responsibilities

In this role you’ll:

• 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' 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.

Qualifications

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!

*Required:

• 3+ years of experience working in a customer success or developer support environment

• Working 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.

• Demonstrated ability to communicate complex technical issues to both technical and non-technical audiences via phone zoom email chat or other mediums.

• Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries SDKs and overall use case health.

• Advanced time management skills experience with escalation handling and proficiency at developing workflows to increase troubleshooting efficiency while following standard processes.

• Excellent ability to prioritize tasks and evaluate 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.

Desired:

• Broad capabilities to troubleshoot server-side code (C# Java Node.js Ruby or PHP) and client-side code  (JavaScript Android iOS). Good understanding of React and Redux.

Location

This role will be remote and based in Colombia.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits including competitive pay generous time off ample parental and wellness leave healthcare a retirement savings program and much more. Offerings vary by location.