Technical Account Manager

• Serve as the designated technical support engineering contact for strategic customers
• Resolve complex technical problems with customers
• Provide proactive guidance using Twilio technologies
• Recommend improvements to make customer environments less susceptible to business-impacting downtime
• Collaborate with Twilio groups to find customer solutions
• Collaborate with customers’ developers to troubleshoot Twilio helper libraries
• Address customer issues and provide feedback to Product and Engineering teams
• Partner with customers’ developers, architects, and support personnel on complex problems
• Collaborate with teammates and Product and Engineering through Slack
• File JIRAs to report reproducible bugs
• Analyze customer trends and patterns
• Drive process improvements and report observations to management

• 4+ years of proven experience
• Twilio Messaging and/or Voice experience
• Good knowledge of RESTful technology
• Previous work with APIs
• Ability to understand and solve issues with cloud solutions
• Skilled in solving network connectivity issues
• Understanding of TCP/UDP
• Understanding of the basics of SSL/TLS
• Comfortable working with customers’ developers to troubleshoot use of Twilio helper libraries
• Development experience in JavaScript, VOIP/SIP applications, or WebRTC is desired
• Twilio Messaging certification is desired
• Twilio Voice Certification is desired
• Twilio Email Certification is desired

• Competitive pay
• Generous time off
• Ample parental leave
• Wellness leave
• Healthcare
• Retirement savings program
• Volunteering and donation support
• Remote-first work arrangement
• Occasional travel to project or team in-person meetings
• Opportunities to participate in team gatherings, functional off-sites, or customer meetings