Staff, Technical Account Manager

Twilio•,

4d•$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), handles customer cases, and resolves complex technical problems that may have costly and 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 position requires effective prioritization, sound judgment about urgency, and the ability to remain calm and effective under high workloads. There may be an opportunity to volunteer for holiday coverage on a stipend basis. The role is remote, but candidates cannot be hired in California, Connecticut, New Jersey, New York, Pennsylvania, or Washington. Occasional travel may be required for in-person project or team meetings. Twilio offers competitive pay, time off, parental and wellness leave, healthcare, a retirement savings program, and other benefits; offerings vary by location. Eligible roles may participate in Twilio’s equity and corporate bonus plans. Applications are intended to be accepted until November 20, subject to change based on business needs.

Requirements

6 to 10+ years of relevant experience.
Good knowledge of RESTful technology, prior experience with APIs, and ability to understand and troubleshoot issues with cloud solutions.
Broad capability to troubleshoot server-side code in Java, Node.js, PHP, C#, or Python, and client-side JavaScript; good understanding of React and Redux.
Skill troubleshooting network connectivity issues, with understanding of TCP/UDP and the basics of SSL/TLS.
High competency communicating complex technical issues to technical and non-technical audiences by phone or email.
Comfort working with customer developers to troubleshoot use of Twilio helper libraries.
Inquisitive approach and desire to understand 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 evaluation 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’s 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 technical and diplomatic skills, and provide customer feedback to 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 to report reproducible bugs.
Understand customer trends, analyze patterns, identify improvements, and report observations to management to improve support processes.
Provide proactive guidance on the use of Twilio technologies and recommend ways to reduce exposure to business-impacting downtime.
Support strategic customers during Eastern hours (9 a.m. to 6 p.m. ET) and work on customer-created cases.