Staff, Technical Account Manager

Overview

Twilio is hiring a Staff Technical Account Manager to be the designated technical support engineering contact for its strategic customers, resolving complex technical problems and delivering proactive guidance on Twilio technologies.

What you'll do

• Address customer issues using strong technical and diplomatic skills, and provide customer feedback to Twilio's Product and Engineering teams.
• Work with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Collaborate with teammates and the Twilio Product and Engineering teams via Slack, and file JIRAs to report reproducible bugs.
• Understand customer trends, analyze patterns, drive betterments, and report observations to the management team to improve the support process.
• Deliver proactive guidance to customers on using Twilio technologies and recommendations to make their environment less susceptible to business-impacting downtime.
• Support customers during Eastern hours and, on a stipend basis, potentially volunteer for holiday coverage.

What you'll need

• 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.
• Comfortable working with customers' developers to troubleshoot use of the Twilio helper libraries.
• 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 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 products.
• Enthusiasm for interacting and collaborating with other departments within Twilio.
• Ability to stand in the customer's shoes and demonstrated dedication to the customer experience.
• Experience in managing dedicated customer accounts.

Nice to have

• Understanding of Telecoms and VOIP including WebRTC and SIP.

Details

• Remote role based in the USA, providing support during 9am to 6pm Eastern Time.
• May be required to travel occasionally for project or team in-person meetings.
• Supporting customers during Eastern hours (9am to 6pm ET).
• Potential need to volunteer for holiday coverage on a stipend basis.
• Open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State, per the source; estimated pay range for Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. is $116,960.00 - $146,200.00.
• Eligible for Twilio's equity plan and corporate bonus plan.