Staff, Technical Account Manager

Twilio

2d•$116,960 - $171,900•Remote

About The Position

Twilio is seeking an experienced Technical Account Manager to serve as the designated technical support engineering contact for strategic customers. The role supports customers during Eastern hours, 9 a.m. to 6 p.m. ET, resolving customer cases and complex technical problems that may have costly, far-reaching consequences. The TAM provides proactive guidance on using Twilio technologies and recommends ways to make customer environments less susceptible to business-impacting downtime. The successful candidate is expected to stay effective under high workloads, prioritize effectively, and assess urgency. Holiday coverage may be volunteered for on a stipend basis. The position is remote and is not eligible for hiring in California, Connecticut, New Jersey, New York, Pennsylvania, or Washington. Occasional travel may be required for project or team meetings, and employees may be asked to attend in-person team gatherings, functional off-sites, or customer meetings on an ad-hoc basis. The role works closely with customers, partners, and internal Product and Engineering teams to resolve technical issues and improve support and products.

Requirements

6 to 10+ years of relevant experience.
Good knowledge of RESTful technology and prior experience with APIs, including the ability to understand and troubleshoot cloud-solution issues.
Broad ability to troubleshoot server-side code in Java, Node.js, PHP, C#, or Python, and client-side JavaScript; good understanding of React and Redux.
Skilled at troubleshooting network connectivity issues, with an understanding of TCP/UDP and basic SSL/TLS.
Strong communication skills for explaining complex technical issues to technical and non-technical audiences by phone or email.
Comfort working with customer developers to troubleshoot their use of Twilio helper libraries.
Inquisitive approach to understanding how things work.
Advanced time-management skills; ability to work under pressure and develop workflows that improve troubleshooting efficiency while following standard processes and procedures.
Excellent task prioritization and assessment of situational urgency.
Interest in using customer feedback to identify and drive product improvements.
Enthusiasm for interacting and collaborating with other Twilio departments to find customer solutions.
Ability to understand the customer perspective and demonstrated dedication to customer experience.
Experience managing dedicated customer accounts.

Nice To Haves

Understanding of telecommunications and VoIP, including WebRTC and SIP.

Responsibilities

Address customer issues using strong technical and diplomatic skills, and provide customer feedback to Twilio Product and Engineering teams.
Work with customer and partner developers, architects, and support personnel to resolve complex technical problems.
Collaborate with teammates and Twilio Product and Engineering teams through Slack, and file JIRAs for reproducible bugs.
Identify customer trends and patterns, drive improvements, and report observations to management to improve support processes.
Provide proactive guidance on Twilio technologies and recommendations to reduce the risk of business-impacting downtime.
Support strategic customers during Eastern hours, 9 a.m. to 6 p.m. ET, and resolve customer-created cases.
Potentially volunteer for holiday coverage on a stipend basis.