Technical Account Manager

• Serve as the designated technical support engineering contact for strategic customers
• Support customers during Central hours, 9am to 6pm CT
• Work on customer-created cases and resolve complex technical problems with potentially costly and far-reaching consequences
• Provide proactive customer guidance using Twilio technologies
• Recommend improvements to make customer environments less susceptible to business-impacting downtime
• Address customer issues and provide feedback to Twilio Product and Engineering teams
• Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems
• Collaborate with teammates and Product and Engineering teams via Slack
• File JIRAs to report reproducible bugs
• Understand customer trends, analyze patterns, drive improvements, and report observations to management to improve the support process
• Occasionally travel to project or team in-person meetings

• 4+ years of relevant experience
• Good knowledge of RESTful technology
• Previous work with APIs
• Ability to understand and troubleshoot cloud solutions
• Broad capabilities to troubleshoot server-side code including Java, Node.js, PHP, C#, and Python
• Ability to troubleshoot client-side JavaScript
• Good understanding of React and Redux
• Experience troubleshooting network connectivity issues
• Understanding of TCP/UDP and basics of SSL/TLS
• High competency communicating complex technical issues to technical and non-technical audiences by phone or email
• Comfortable troubleshooting Twilio helper libraries with customers’ developers
• Advanced time management skills
• Ability to work well under pressure
• Proficiency developing workflows to increase troubleshooting efficiency while following standard processes and procedures
• Excellence in 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
• Ability to demonstrate dedication to the customer experience
• Experience managing dedicated customer accounts
• Understanding of Telecoms and VOIP, including WebRTC and SIP is desired

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Volunteering and donation support
• Remote-first work
• Potential holiday coverage on a stipend basis