Note: The job is a remote job and is open to candidates in USA. Twilio is a communications technology company that delivers solutions enabling businesses and developers to create personalized customer experiences. The Technical Account Manager serves as the designated technical support engineering contact for strategic customers, resolving complex technical issues, providing proactive guidance, and recommending improvements to reduce business-impacting downtime.
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
Skills
- 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
- 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
- This role will be remote and based in Remote, USA providing support during 9am to 6pm Eastern Time
- Understanding of Telecoms and VOIP including WebRTC and SIP
- For this role, you may be required to travel occasionally to participate in project or team in-person meetings
Benefits
- Remote-first work
- There will also be the potential need to volunteer for holiday coverage on a stipend basis.
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
- This role may be eligible to participate in Twilio’s equity plan
- This role may be eligible to participate in Twilio’s corporate bonus plan
- Health care insurance
- 401(k) retirement account
- Paid sick time
- Paid personal time off
- Paid parental leave
Company Overview
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